Senior Customer Support Lead - Remote (EST Hours)

Tenna; États-Unis; À distance; USD 65 000 - 90 000; Plein temps

Résumé du poste

Tenna is seeking a dedicated Senior Customer Support Representative to join our growing team. You will be the main contact for inbound support channels, troubleshooting hardware and software issues and guiding customers through Tenna’s platform.

The role requires availability Mon-Fri 11:00am-8:00pm EST and at least one Saturday per month, with remote nationwide work and occasional travel up to 20%. You will collaborate with Engineering, Product, Hardware, QA, and Sales to deliver top-tier

Qualifications

• 5+ years of experience providing software customer support
• 2+ years of experience with SaaS/PaaS
• Experience using teleconferencing tools such as Zoom or Microsoft Teams
• Experience providing technical support for Android, iOS, and Windows
• Experience in construction technology is a plus
• Familiarity with Salesforce or Help Scout is preferred
• Bilingual in Spanish is a plus for this role

Responsabilités

• Provide swift and exceptional support via phone, email, inbound chat, and hotline
• Handle requests in a thoughtful and urgent manner
• Ask probing questions and actively listen to diagnose root causes
• Resolve issues using diagnostic tools and remote assistance
• Collaborate with Product, Hardware, QA, and Engineering to communicate bugs
• Document issues to help prioritize bugs and feature requests
• Assist Customer Success Managers with technical issues and feedback

Connaissances

Software customer support

Technical troubleshooting

Communication skills

Cross-functional collaboration

Multitasking

Bilingual (Spanish)

Formation

Bachelor's degree or equivalent

Outils

Salesforce

Help Scout

Zoom

Microsoft Teams

Jira

Description du poste

Tenna is seeking a dedicated Senior Customer Support Representative to join our growing team. You will be the main contact for inbound support channels, troubleshooting hardware and software issues and guiding customers through Tenna’s platform.

The role requires availability Mon-Fri 11:00am-8:00pm EST and at least one Saturday per month, with remote nationwide work and occasional travel up to 20%. You will collaborate with Engineering, Product, Hardware, QA, and Sales to deliver top-tier