Remote Customer Success Specialist — SaaS & IoT (Spanish)

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

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%.