Customer Success Representative
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Job Description
Customer Success Representative supporting customers on Tenna’s SaaS and IoT asset-management platform. Troubleshooting issues, managing tickets, onboarding users, and driving renewals.
Responsibilities:
- Serve as the main point of contact for all inbound support channels.
- Provide exceptional day-to-day customer support via phone, email, inbound chat, and hotline calls.
- Use remote teleconferencing tools such as Zoom and Microsoft Teams to assist customers.
- Help customers navigate the Tenna app and overall platform.
- Diagnose root causes using probing questions and active listening.
- Troubleshoot and document issues using knowledge of Tenna’s platform and processes.
- Resolve customer issues using diagnostic tools.
- Submit support tickets and escalate issues to appropriate stakeholders.
- Own support tickets through resolution and follow up on status.
- Collaborate with Engineering, Hardware, Product, QA, and Sales on bugs, feature requests, and enhancements.
- Set up and onboard new customers and users.
- Provision customer permissions, asset lists, and relevant data correctly.
- Engage existing customers to retain and renew Tenna memberships.
- Build long-lasting customer relationships and support customer growth efforts.
Requirements:
- Bachelor’s degree strongly preferred or equivalent.
- 2+ years of experience providing software customer support.
- Bilingual proficiency in Spanish is required.
- Experience working within construction technology or within the construction industry is an absolute plus.
- Experience using teleconferencing tools such as Zoom, Microsoft Teams, etc.
- Experience providing technical support for Android, Apple and Windows based products.
- Strong interest in software development processes and methodologies.
- Excellent verbal and written communication abilities, particularly with Engineers.
- Familiarity with Salesforce and Help Scout is strongly preferred.
- Self-motivated and adaptable person with a strong service orientation and “do what it takes” attitude.
- Excellent problem-solving skills and is process driven.
- Passion for working in a high-growth, entrepreneurial environment, with the ability to demonstrate personal commitment and drive to set and exceed high standards.
- Must be willing to work Monday–Friday, 8:00am–5:00pm EST, and at least one Saturday per month.
- Travel to customer locations is required, up to 20%.
Benefits:
- Competitive compensation packages offered
- Opportunities for growth and personal development within highly dynamic team
- Robust, low-cost benefit packages offered
- Benefit coverage begins the first date of employment
- Dependent Care offered
- 401k match
- Employee referral bonuses
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