[Hiring] Customer Support Representative @AssetWatch

Role Description

The External 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 requests 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 on 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 (e.g., Zoom, Slack, etc).

Benefits

• 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.

Company Description

AssetWatch is a remote-first rapidly growing startup providing a game-changing condition monitoring platform and mobile experience in the industrial manufacturing space.