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