Senior Customer Support Representative

Role Overview

This opportunity involves joining a customer-centric technology firm as a Senior Customer Support Representative based in the United States. The role is designed for individuals who excel at delivering outstanding customer service while resolving intricate technical issues relating to a sophisticated software and hardware platform. It blends advanced problem-solving, relationship management, and cross-department collaboration with product, engineering, hardware, and success teams.

Key Responsibilities

• Deliver prompt, high-quality support via phone, email, chat, and other inbound channels.
• Assume full accountability for customer inquiries, ensuring thorough tracking, prioritization, resolution, and communication.
• Analyze and resolve complex problems involving software, hardware, and platform components using structured troubleshooting.
• Support customers in navigating platforms, managing devices, configuring accounts and permissions, overseeing assets, and ensuring data integrity.
• Utilize extensive knowledge of software applications, connected hardware, and environmental factors impacting performance to troubleshoot effectively.
• Oversee support workflows with ticketing software and collaborate with internal teams to expedite issue resolution.
• Appropriately escalate technical challenges, maintaining clear documentation and customer communication throughout.
• Work closely with software engineering, product management, hardware, quality assurance, and customer success groups to identify bugs, enhance features, and improve customer satisfaction.
• Identify patterns in customer issues to provide valuable insights for product improvements and operational efficiency.
• Offer technical advice and recommendations to customer-facing teams handling complex problems.

Candidate Requirements

• Bachelor's degree or equivalent professional experience preferred.
• Minimum of five years supporting software customers, with at least two years in SaaS, PaaS, or related tech environments.
• Proficient in troubleshooting across Android, Apple, and Windows platforms.
• Experience working with software platforms, IoT products, or connected hardware solutions.
• Familiarity with support tools like HelpScout, Salesforce, JIRA, or comparable systems.
• Strong written and oral communication skills capable of liaising with technical teams effectively.
• Excellent analytical thinking and a systematic, process-oriented problem-solving approach.
• Ability to handle multiple tasks diligently while focusing on customer needs.
• Self-driven, flexible, and efficient in a fast-paced, entrepreneurial environment.
• Solid collaborator able to foster positive relationships internally and externally.
• Background in construction technology or the construction sector is a considerable advantage.
• Spanish language proficiency is a beneficial plus.

Benefits and Conditions

• Remote full-time position open throughout the United States.
• Competitive salary package offered.
• Comprehensive and affordable benefits starting from day one, including medical, dental, and vision coverage.
• Support for dependent care expenses.
• 401(k) retirement plan with matching contributions.
• Bonus incentives for employee referrals.
• Professional advancement and development opportunities within an innovative technology setting.
• Engagement with cutting-edge software and connected hardware technologies.
• Periodic customer site visits required, up to approximately 20% travel.
• Availability required for working at least one Saturday monthly.
• Virtual collaboration necessitates active camera participation in meetings.