Customer Success Representative

Tenna

. Serve as the main point of contact for all inbound support channels.

Posted 10/12/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing exceptional customer support, utilizing teleconferencing tools, and troubleshooting software issues. Proficient in building customer relationships and engaging users to enhance their experience with the Tenna platform.

Highest-signal resume keywords

Bilingual Proficiency In Spanish2+ Years Of Software Customer Support ExperienceExperience With Teleconferencing ToolsFamiliarity With Salesforce And Help ScoutTechnical Support For Android, Apple, And Windows Products

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportTroubleshootingTechnical SupportProblem-SolvingSoftware Development ProcessesDocumentationOnboardingCustomer Permissions ProvisioningIssue DiagnosisSupport Ticket Management

Soft Skills

Excellent Verbal CommunicationExcellent Written CommunicationSelf-MotivatedAdaptableService Orientation

Tools & Technologies

ZoomMicrosoft TeamsSalesforceHelp Scout

Certifications & Qualifications

Bachelor’s Degree Preferred

Industry Keywords

Construction TechnologyConstruction IndustryCustomer Relationship Management

Tech Stack

Tools & technologies

Android

About the role

Key responsibilities & impact

Serve as the main point of contact for all inbound support channels.
Provide exceptional day-to-day customer support via phone, email, inbound chat, and hotline calls.
Use remote teleconferencing tools such as Zoom and Microsoft Teams to assist customers.
Help customers navigate the Tenna app and overall platform.
Diagnose root causes using probing questions and active listening.
Troubleshoot and document issues using knowledge of Tenna’s platform and processes.
Resolve customer issues using diagnostic tools.
Submit support tickets and escalate issues to appropriate stakeholders.
Own support tickets through resolution and follow up on status.
Collaborate with Engineering, Hardware, Product, QA, and Sales on bugs, feature requests, and enhancements.
Set up and onboard new customers and users.
Provision customer permissions, asset lists, and relevant data correctly.
Engage existing customers to retain and renew Tenna memberships.
Build long-lasting customer relationships and support customer growth efforts.

Requirements

What you’ll need

Bachelor’s degree strongly preferred or equivalent.
2+ years of experience providing software customer support.
Bilingual proficiency in Spanish is required.
Experience working within construction technology or within the construction industry is an absolute plus.
Experience using teleconferencing tools such as Zoom, Microsoft Teams, etc.
Experience providing technical support for Android, Apple and Windows based products.
Strong interest in 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 problem-solving skills and is 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.
Must be willing to work Monday–Friday, 8:00am–5:00pm EST, and at least one Saturday per month.
Travel to customer locations is required, up to 20%.

Benefits

Comp & perks

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
Dependent Care offered
401k match
Employee referral bonuses