Customer Support Representative
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Job Description
Customer Support Representative supporting manufacturers’ hardware and network issues for AssetWatch’s predictive maintenance platform. Managing multichannel cases and coordinating long-term customer solutions.
Responsibilities:
- Develop an understanding of AssetWatch products and services
- Support external customers with hardware and network outages
- Manage incoming support requests through software, phone, email, and internal channels
- Coordinate with internal and external stakeholders on challenging cases
- Ensure timely, long-term solutions
- Work across departments to support a world-class customer experience
- Send customer feedback to Product teams
- Contact customers promptly to address issues before they grow in scope
- Build trusting relationships through timely communication
- Identify opportunities to proactively address challenges
- Meet case and customer response-time quotas
- Use software tools to diagnose problems and determine solutions
- Promote customer loyalty through recognition initiatives
- Perform other responsibilities as directed by the AssetWatch Support Manager
Requirements:
- 2+ years of technical support or equivalent experience
- 2+ years of customer service interaction experience, 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 such as Zoom and Slack
- Ability to collaborate within core working hours
Benefits:
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Unlimited PTO
- Remote-first work environment
- Opportunity to make a real impact every day
- Work with a dynamic and growing team
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