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 that 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 anytime, anywhere, on one comprehensive platform. Apply now!
Responsibilities
Provides exceptional customer support to all end users as well as Sales Personnel.
Develops a deep understanding of the Tenna platform and takes ownership of customer engagement, retention and satisfaction.
Maintains processes to manage our customer on-boarding process.
Sets-up and onboards new customers and users upon request.
Provides swift and polite communication with customers who call or email Tenna support.
Ensures day-to-day customer requests and issues are handled in a thoughtful, urgent manner.
Delivers customer training sessions, providing answers to customer questions and resolving user issues.
Trouble-shoots and resolves customer issues via phone (or in-person) using our diagnostic tools.
Submits support tickets and escalates issues in a timely manner.
Works with Engineering Leads (or Technical Support Leads) to address customer tickets including bugs and enhancements.
Provides training to current customers, Sales Personnel, and other Business Managers on new functionality and features as they are released.
Provides User feedback to Sales Managers, Marketing Managers, Product Managers and the Engineering Team.
Engages existing Customers to retain and renew Tenna memberships.
Job Requirements
Bachelor’s degree strongly preferred or equivalent.
5+ years of experience in customer success, software customer service experience is strongly preferred.
Experience working within construction technology or within the construction industry is an absolute plus.
Experience working in a technical, production driven environment.
Solid understanding of 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 organizational skills and 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.
Benefits, Perks, & Additional Information:
Full-time opportunity.
Location: Remote – nationwide.
Travel to customer locations is required, up to 40%.
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.
Paid Time Off and Volunteer Time Off offered.
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.
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