Customer Support Representative - Sena Technologies : Job Details

Job Summary: We are seeking a Customer Support Representative who is responsible for delivering excellent customer service by responding to inquiries, resolving issues, and providing product or service information in a timely and professional manner. This role requires strong communication skills, attention to detail, and the ability to handle multiple tasks in a fast-paced environment. Key Responsibilities:

• Escalate all Tier 1 unresolved issues and claims
• Direct of Tier 1 staff though product training & knowledge, ticket reviewing.
• Review and execute product warranty returns and shipments for customer claims. Work closely with the RMA Team on product replacements.
• Independently resolves any technical issues and claims from the customers
• Create Technical Articles for website Knowledge Base location and help manage product content.
• Setup rules and procedures for Sena ticketing system (Zendesk)
• Subject Matter Expert for customers, team, and product partners. POC for leadership and stakeholders
• Support OEM / Partner Customers with specific product knowledge and troubleshooting techniques.
• Provide Customer follow through and updates on ticket escalations and regular support tickets.
• Work closely with other support Teams such as Marketing, Sales and Accounting members on various tasks.
• Build Strong relationship with Sena loyalty customers
• Attending Team and Support meetings for product updates, product communication, new product releases and Team building.
• Test all new product releases, IOS and Android Apps for basic product features and knowledge.
• Escalate product issues and concerns to Management staff and R&D Team for update and corrections.
• Attention to detail concerning ticket specifications and Customer needs.
• Basic SLA procedure knowledge for completing tickets within a timely manner.
• Always professional and courteous when responding to Customer emails and calls.

Qualifications:

• BA degree or related experience required.
• Technical background with 1-3 years in related field
• Excellent verbal & written communication skills
• Proficient with MS Excel & Word
• Help desk experience. Zendesk CRM solution experience preferred.

Skills and Competencies:

• Strong communication and customer service skills
• Problem-solving and multitasking ability
• Basic computer proficiency (Microsoft Office, email, etc.)
• Attention to detail and organization
• Team player with a positive attitude

Company Overview: SENA is a global leader in innovative communication systems, offering advanced connectivity solutions for adventure enthusiasts and professionals. SENA pushes the boundaries of technology with a range of products-from motorcycle helmets to communication systems for outdoor sports and industrial environments. Our products integrate cutting-edge technologies such as Bluetooth 5.0 and Mesh Intercom™, ensuring superior user experiences in terms of safety and performance. Whether on the road, in the mountains, or at sea, SENA accompanies its users wherever adventure takes them. #RideConnected Connect with SENA • Facebook: facebook.com/SenaBluetooth • Instagram: instagram.com/senabluetooth • LinkedIn: linkedin.com/company/sena-technologies-inc- • YouTube: youtube.com/@senatechnologies