Customer Support Representative

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

Benefits offered by this job

Stock options

Flexible schedule

Retirement plan match

Impactful work

Dynamic team

Unlimited PTO

Job summary

AssetWatch, Inc. is seeking a Customer Support Representative to support hardware and network outages for external customers. You will manage multiple streams of requests via software, phone, and email, coordinating with stakeholders to deliver long-term solutions.

You will build trust with customers, use multiple tools to diagnose issues, and contribute to product feedback. This remote role offers stock options, a flexible schedule, retirement match, unlimited PTO, and a chance to impact a

Qualifications

• 2+ years in technical support or equivalent experience.
• 2+ years of customer service interaction, in person or virtual.
• Fluent in English and Spanish.
• Experience with high-volume support ticketing systems and CRM.

Responsibilities

• Manage multiple incoming streams of support requests via software, phone, and email.
• Coordinate with internal and external stakeholders to address challenging cases and long-term solutions.
• Collaborate across departments to deliver a world-class customer experience and provide product feedback.
• Proactively contact customers by phone to address issues before they escalate.
• Build strong relationships through timely communication and follow-up.
• Identify opportunities to reduce future problems and meet response time quotas.
• Use various tools to diagnose problems and apply correct solutions.
• Promote customer loyalty through recognition initiatives and other duties from the Support Manager.

Skills

Tech support

Customer service

Bilingual English/Spanish

CRM experience

Tools

Salesforce

Ticketing systems

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




• 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.