Technical Support - Tier 1

Sena Technologies Inc • Irving, TX

7d

About The Position

We are seeking a Tier 1 Support Staff member to provide phone support technical assistance and troubleshooting to customers experiencing issues with the Sena product. This role requires strong problem-solving skills, the ability to communicate technical solutions clearly, and a customer-first approach to resolving issues efficiently.

Requirements

• High school education or equivalent. Typically requires 1-3 years customer support experience or an equivalent combination of experience and college-level education.
• Previous experience in technical support, helpdesk, or customer service, ideally in a fast-paced, customer-focused environment.
• Demonstrate strong troubleshooting and analytical skills to diagnose and resolve technical issues efficiently.
• Exhibit excellent communication skills with the ability to explain technical concepts to non-technical users in a clear and professional manner.
• Display the ability to multitask, prioritize tasks, and handle escalations effectively to ensure timely issue resolution
• Experience with phone support in an IT environment for a fast paced industry.
• Knowledge of basic understanding of software downloads, networking, software installations and hardware troubleshooting.

Nice To Haves

• Zendesk software a plus.

Responsibilities

• Serve as the first point of contact for customers experiencing technical issues with any Sena product.
• Diagnose, troubleshoot, and resolve software and system-related problems in a fast paced environment providing real-time support via phone, email, or chat to guide customers through solutions.
• Escalate complex technical issues to higher-level support teams when necessary.
• Document customer interactions, reported issues, and resolutions in the ticketing system.
• Collaborate with internal teams, including IT and software development, to identify recurring issues and propose improvements.
• Assist in testing system updates and new features to ensure smooth functionality.
• Provide guidance to customers on how to use and understand Sena products effectively.
• Ensure a high level of customer satisfaction by delivering clear and effective solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED