Customer Support Representative

Customer Support Representative

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:

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

Qualifications (Required):

• Bachelor's degree or equivalent professional experience required.
• 13 years of experience in a technical support or related field.
• Exceptional written and verbal communication skills.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Prior Help Desk or Customer Relationship Management (CRM) experience is required (Zendesk experience preferred).

Skills and Competencies:

• Strong customer service acumen.
• Demonstrated problem-solving and multitasking skills.
• Strong attention to detail and organizational skills.
• A positive, collaborative attitude and proven ability to work as part of a team.
• Familiarity with motorcycle products, brands, or riding experience is a strong 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.