Senior Customer Support Representative

📋 Description

• Provide swift, exceptional support via phone, email, chat, and hotline
• Diagnose root causes with probing questions and active listening
• Own tickets end-to-end; escalate and follow up as needed
• Use HelpScout and JIRA to track issues and communicate status
• Collaborate with Product, Hardware, QA, and Engineering to resolve issues
• Assist customers with Tenna app and tracker health and status

🎯 Requirements

• Bachelor's degree strongly preferred or equivalent
• 5+ years in software customer support
• 2+ years in SaaS or PaaS environments
• Experience with Zoom or Microsoft Teams for conferencing
• Experience supporting Android, iOS, and Windows
• Familiarity with Salesforce or HelpScout

🎁 Benefits

• Full-time opportunity
• Location: Remote – nationwide
• Candidates must work at least one Saturday per month
• Candidates must be on camera during virtual meetings
• Occasional travel to customer locations up to 20%
• Competitive compensation packages