HiringCafe
Posted 5mo ago

Wave Support Staff

@ Sena Technologies
View All Jobs
Irving, Texas, United States
OnsiteFull Time
Responsibilities:Provide support, Diagnose issues, Document interactions
Requirements Summary:Provide technical assistance and troubleshooting for Wave system; strong problem-solving and customer-focused communication.
Technical Tools Mentioned:Wave system, CRM software, Ticketing system
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Job Description

Job Summary

SENA is seeking a Wave Support Staff member to join our technical team. In this role, you will be responsible for supporting the "Wave" system, our internal software used for operations and logistics. You will serve as the primary helpdesk contact for users, troubleshooting technical errors, guiding them through system features, and working with our IT team to resolve bugs. This is an ideal role for an IT professional with strong problem-solving skills and experience supporting business software.

Key Responsibilities

  • System Support: Act as the first point of contact for employees and customers experiencing issues with the Wave application.

  • Troubleshooting: Diagnose and resolve technical problems (login issues, error messages, system lags) via phone, email, and chat.

  • Escalation: Identify complex software bugs and escalate them to the IT or Software Development teams with detailed notes.

  • Documentation: Log all support tickets, interactions, and resolutions in our tracking system to ensure a history of issues is maintained.

  • Testing: Assist the technical team in testing system updates and new features before they are released to users.

  • Training: Provide basic training and "how-to" guidance to non-technical users to help them use the Wave system efficiently.

Qualifications

  • Education: High school diploma or equivalent required. An Associate’s or Bachelor’s degree in IT, Computer Science, or a related field is preferred.

  • Experience: 1+ years of experience in a Technical Support, IT Helpdesk, or Application Support role.

  • Technical Skills:

    • Strong ability to troubleshoot software and navigate web-based applications.

    • Experience with ticketing systems (e.g., Zendesk, Jira) is preferred.

    • Familiarity with Warehouse Management Systems (WMS) or logistics software is a major plus.

    • Basic understanding of networking and databases.

About SENA

SENA is a global leader in innovative communication systems for adventure enthusiasts and professionals. We produce advanced connectivity solutions, including motorcycle helmets and outdoor communication devices using Bluetooth 5.0 and Mesh Intercom™ technology. We are a fast-paced, technology-driven company looking for dedicated staff to support our growing operations.