Website:
hentechnologies.com
Job details:
About the Company
HEN Technologies is the first fully integrated platform for fire defense – combining engineered hardware, proprietary data systems, and real-time AI command software. Founded in 2020 in California, HEN supports more than 1,500 organizations across 15+ countries, including CAL FIRE, the U.S. military, and over 1,000 municipal fire departments worldwide.
Position Summary
We are looking for a detail-oriented and customer-focused individual to support and build our support function. This role is responsible for handling customer inquiries, resolving issues, maintaining CRM records, tracking support data, and coordinating with internal teams to ensure a high-quality customer experience.
Key Responsibilities
Customer Support
• Respond promptly and professionally to customer inquiries.
• Support customers with questions related to products, services, shipping status, invoices, warranties, and general requests.
• Investigate customer concerns and provide accurate, timely resolutions.
• Deliver clear explanations and maintain a positive customer experience throughout all interactions.
• Ensure all customer communication aligns with company service standards and brand tone.
CRM System & Support Documentation
• Maintain accurate records of customer inquiries and support activities within internal systems.
• Standardize and improve email templates, FAQs, and customer support documentation.
• Support process improvements to enhance response quality and operational efficiency.
Data Tracking & Reporting
• Track customer inquiries, response timelines, and resolution status.
• Prepare reports related to support activities and customer issue trends.
• Maintain organized support data for internal tracking and future reference.
Cross-functional Business Support
• Collaborate with internal teams to gather information and resolve customer concerns efficiently.
• Support additional customer-related and operational coordination tasks when required.
Requirements
• Minimum 3 years of experience in Customer Support or related roles.
• Solid English speaking and writing skills are a must.
• Experience supporting international customers through email communication.
• Strong problem-solving skills, attention to detail, and customer-first mindset.
• Proficiency in CRM systems and common business tools (Google Workspace, Microsoft Office, etc.).
• Ability to multitask and work effectively in a fast-paced international environment.
Why Join Us
• Work with cutting-edge technology and a mission-driven team.
• Build your career at a category-defining company
• Significant ownership and impact as an early member of the customer support organization.
• Competitive salary
Click on Apply to know more.