[Hiring] Customer Support Representative @AssetWatch, Inc.

Role Description

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 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 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.
• 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).

Requirements

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.

Benefits

• 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.