Job Description

Job Description

Job Description

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

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