Technical Support - Tier 1

Tier 1 Support Staff

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.

Key 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 company's system.
• Collaborate with internal teams, including IT and software development, to identify recurring issues and propose improvements.
• Assist in constant testing system updates and new features to ensure smooth functionality.
• Provide guidance to customers on how to use and understand Sena products more effectively.
• Ensure a high level of customer satisfaction by delivering clear and effective solutions.

Qualifications:

• 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

Skills and Competencies:

• 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.
• Zendesk software a plus.
• Motorcycle experience a plus.

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 productsfrom 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.