Customer Support Representative

AssetWatch; United States; Remote; USD 58,000 - 60,000; Full time

Benefits offered by this job

Equity options

Flexible work schedule

Full benefits and 401K Match

Unlimited PTO

Opportunity to grow as a leader

Job summary

AssetWatch is a remote-first startup delivering a game-changing condition monitoring platform for industrial manufacturing. We seek a customer-focused technical support professional to handle software, phone, and email requests, ensuring quick, accurate resolutions.

You will collaborate with product and engineering teams, own support requests, and use Salesforce and ticketing tools to build strong relationships while driving process improvements.

Qualifications

• 2+ years of technical support experience.
• 2+ years of customer service interaction.
• Experience with high-volume ticketing systems.
• Experience with CRM platforms (Salesforce preferred).
• Ability to use remote communication tools (Zoom, Slack, etc.).

Responsibilities

• Manage multiple streams of support requests via software, phone, email, and internal requests.
• Coordinate with stakeholders to resolve complex issues and provide long-term solutions.
• Collaborate across departments to deliver a world-class customer experience.
• Proactively address potential challenges and maintain response time quotas.
• Diagnose issues using various software tools and apply correct solutions.
• Foster customer loyalty through recognition initiatives.

Skills

Technical support

Customer service

Salesforce

Ticketing systems

Remote communication tools

Tools

Salesforce

Zendesk

Job description

United States

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.

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, including 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

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.
• Flexible work schedule
• 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 and Ontario, Canada. Collaboration within core working hours is required.

AssetWatch Salary Range (US): $58,000 - $60,000 USD