Customer Support Representative

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

Benefits offered by this job

Stock options

Flexible schedule

Retirement plan match

Make an impact

Dynamic team

Unlimited PTO

Job summary

AssetWatch is a remote-first company delivering a world-class condition monitoring experience. We are seeking a Customer Support Representative to support hardware and network outages for external customers, collaborating across teams to deliver timely, long-term solutions.

The role involves handling multi-channel support requests, coordinating with internal and external stakeholders, maintaining fast response times, and using CRM tools (Salesforce) and ticketing systems to diagnose issues and

Qualifications

• 2+ years of technical support or equivalent experience.
• 2+ years of customer service interaction, in person or virtual.
• Bilingual in English and Spanish.
• Experience with high volume ticketing systems.
• Experience with CRM platforms (Salesforce strongly preferred).
• Ability to use remote communication tools (e.g., Zoom, Slack).

Responsibilities

• Manage multiple incoming support requests via software, phone, email, and internal requests.
• Coordinate with internal and external stakeholders to address cases and long-term solutions.
• Collaborate across departments to deliver a world-class customer experience.
• Proactively address potential issues and meet response time quotas.
• Diagnose problems using software tools and apply correct solutions.
• Promote customer loyalty through recognition initiatives.

Skills

Technical support

Customer service

Bilingual EN/ES

Ticketing systems

CRM tools

Remote collaboration

Tools

Salesforce

Ticketing systems

Zoom

Slack

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

Who You Are

• 2+ Years of some form of technical support or equivalent experience
• 2+ Years of customer service interaction, in person or virtual
• Bilingual in English and Spanish
• 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)

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
• Flexible work schedule
• 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.