Customer Support Representative
AssetWatch
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.
What's the Opportunity:
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.
- 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
Qualifications:
- 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)
#LI-Remote
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.