Customer Support Representative

AssetWatch, Inc.; Northern (KY); Hybrid; USD 58,000 - 60,000; Full time

Benefits offered by this job

Equity options

401K match

Unlimited PTO

Opportunity to grow as a leader

Job summary

AssetWatch, Inc. is seeking a Customer Support Representative to support hardware and network outages for external customers. You will collaborate with stakeholders to deliver timely and long-term solutions, earning trust across departments by providing clear, proactive communication.

The role is remote-first, offering equity options, a retirement plan match, and opportunities to grow into leadership roles while helping shape our world-class customer experience.

Qualifications

• 2+ years of technical support or equivalent experience.
• 2+ years of customer service interaction, in person or virtual.
• Experience with high-volume support ticketing systems.
• Experience with CRM platforms (Salesforce strongly preferred).
• Ability to use remote communication tools to interact with stakeholders.

Responsibilities

• Manage multiple incoming streams of support requests via software, phone, email and internal requests.
• Coordinate with stakeholders to address challenging cases and ensure long-term solutions.
• Collaborate across departments to deliver a world-class customer experience.
• Proactively address issues by reaching out to customers when needed.
• Build trusting relationships with customers and internal stakeholders through timely communication.
• Identify opportunities to prevent issues and meet response time quotas.
• Utilize multiple software tools to diagnose problems and implement correct solutions.
• Promote customer loyalty through recognition initiatives.

Skills

Tech support

Customer service

Ticketing systems

Salesforce

Remote communication tools

Tools

Salesforce

Job description

AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.

The Customer Support Representative will develop an understanding of AssetWatch products and services to support both hardware & network outages for external customers. You will collaborate with stakeholders to ensure timely and long-term solutions.

What You’ll Do:

• Manage multiple incoming streams of support request coming in via software,
  phone, email, and internal requests
• Coordinate with internal and external stakeholders as needed to address more
  challenging cases and ensure a long-term solution
• Work internally across multiple departments to ensure and support the delivery of
  a world class customer experience to include sending customer feedback to our
  Product teams.
• Willingness to pick up the phone and dial customers within short notice to
  address issues before they grow in scope
• Build a strong, trusting relationship with all customer and internal stakeholders
  through fluid and timely communication
• Identify opportunities to proactively address potential challenges
  Meet case and customer response time quotas always
• Utilize numerous software tools to accurately diagnose problems and proceed
  with the correct solution
• Promote customer loyalty through customer recognition initiatives
  Other responsibilities as directed by AssetWatch Support Manager

Who You Are:

• 2+ Years of some form of technical support or equivalent experience
• 2+ Years of customer service interaction, in person or virtual
• Experience with high volume support ticketing systems
• Experience with CRM platforms (Salesforce strongly preferred)
• Ability to use remote communication tools to interact and add value to internal
  and external stakeholders (ie. Zoom, Slack, etc)

What We Offer:

AssetWatch is a remote-first rapidly growing startup providing a game changing condition monitoring platform and mobile experience in the industrial manufacturing space.

• Competitive compensation package including equity options.
• Full benefits and 401K Match
• Opportunity to make a real impact every day
• Opportunity to grow as a leader and build a team
• Unlimited PTO

We have a distributed team that works remotely across locations in the United States. We are open to candidates from most states as long we all can closely collaborate within core working hours.

What We Offer:

AssetWatch is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that’s why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.

• Competitive compensation package including stock options
• Comprehensive benefits including retirement plan match
• Opportunity to make a real impact every day
• Work with a dynamic and growing team
• Unlimited PTO

We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.

The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.

The salary range was determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range applicable to your location during the hiring process.

AssetWatch Salary Range (US)

$58,000 - $60,000 USD

What We Offer:

AssetWatch is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that’s why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.

• Competitive compensation package including stock options
• Comprehensive benefits including retirement plan match
• Opportunity to make a real impact every day
• Work with a dynamic and growing team
• Unlimited PTO

We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.