Customer Success Representative (East Coast)

Tenna; Gold Coast City; Remote; AUD 60,000 - 90,000; Full time

Benefits offered by this job

401k match

Dependent Care

Employee referral bonuses

Benefits from day one

Job summary

Tenna is hiring a Customer Success Representative to serve as the main contact for inbound support across our platform. You will build lasting relationships, assist customers, and collaborate with Engineering, Hardware, Product and QA to resolve issues and drive growth.

The role requires 2+ years in software customer support, Spanish proficiency, and a passion for SaaS and IoT. It is a full-time, remote-position with occasional travel to customer sites up to 20%.

Qualifications

• Bachelor’s degree strongly preferred or equivalent.
• 2+ years of experience providing software customer support.
• Bilingual proficiency in Spanish is required.
• Experience in construction technology or construction industry is a plus.
• Experience using teleconferencing tools such as Zoom or Microsoft Teams.
• Experience providing technical support for Android, Apple and Windows 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 preferred.
• Self-motivated with a strong service orientation and problem-solving attitude.

Responsibilities

• Provides exceptional customer support on a day-to-day basis.
• Communicates with customers via phone, email, inbound chat, and hotline calls.
• Uses remote teleconferencing tools to assist customers (e.g., Zoom, Teams).
• Assists customers with navigating the Tenna app and platform.
• Diagnoses root causes with active listening and probing questions.
• Troubleshoots and documents issues using platform knowledge.
• Resolves issues via phone or in-person with diagnostic tools.
• Submits tickets and escalates to the right stakeholder promptly.
• Owns each ticket and follows up until resolved.
• Coords with Engineering, Hardware, Product and QA on tickets, bugs, and requests.
• Sets up and onboards new customers and users.
• Ensures permissions, asset lists, and data provisioning.
• Engages customers to retain and renew Tenna memberships.

Skills

Customer support

Spanish language

Construction tech familiarity

Software troubleshooting

Communication

Education

Bachelor’s degree or equivalent

Tools

Zoom

Microsoft Teams

Salesforce

Help Scout

Job description

Position Description

Tenna is searching for a Customer Success Representative to join our growing team. As a Customer Success Representative, you will ensure Tenna builds long lasting relationships with our customers by serving as the main point of contact for all inbound support channels. You will engage with and leverage your deep knowledge of the platform to find creative solutions for our customers on a day-to-day basis. Additionally, you will work closely with the Software Engineering, Hardware, Product, QA, and Sales Teams to provide top notch customer support and fuel our customer growth efforts. Successful candidates will have a passion for the delivery of SaaS solutions and the IoT revolution. Sounds like you?

Important note - Candidates must be willing to work Monday - Friday, 8:00am - 5:00pm EST, and at least one Saturday per month.

Why Tenna?

At Tenna, we believe the best is right in front of all of us, and that each day holds more potential than the one before. We believe every new discovery can lead to something better than we thought possible. When we boil it down, the top five qualities that define the Tenna Team are quality-obsessed, gritty, continuous learners, collaborative problem solvers, and just plain awesome. Sound like you? Join us as we empower our customers to control their mixed assets on one comprehensive platform anytime, anywhere.

Responsibilities

• Provides exceptional customer support on a day-to-day basis.
• Provides swift and polite communication with customers who are routed via phone, email, inbound chat, and/or hotline calls.
• Utilizes remote teleconferencing tools to assist current customers such as Zoom, Microsoft Teams, etc.
• Assists customers with navigating the Tenna app and overall platform.
• Ensures all customer requests and issues are handled in a thoughtful, urgent manner.
• Asks probing questions and employs active listening techniques to accurately diagnose the root cause of the issue at hand.
• Leverages a deep understanding of Tenna’s platform and processes to troubleshoot and document issues.
• Resolves customer issues via phone (or in-person) using our diagnostic tools.
• Submits support tickets and escalates issues to the appropriate stakeholder in a timely manner.
• Takes full ownership of each support ticket and ensures tickets are resolved as expeditiously as possible. Follows-up on ticket status as needed.
• Works with Engineering, Hardware, Product, and QA to address customer tickets including bugs, feature requests, and enhancements.
• Sets-up and onboards new customers and users.
• Ensures customer permissions, asset lists, and relevant data are all provisioned correctly.
• Engages existing Customers to retain and renew Tenna memberships.

Job 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.

What You Need To Know

• Full-time opportunity.
• Location: Remote - nationwide.
• Travel to customer locations is required, up to 20%.
• 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.

As an Equal Opportunity Employer, Tenna is committed to building a diverse team. We welcome different perspectives and opinions to foster innovation, authenticity, and excellence across all parts of our company, and are committed to providing employees with a work environment free of discrimination and harassment.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.