Customer Support Representative

Summary

AssetWatch is a remote-first company that provides condition monitoring solutions for industrial manufacturers. The Customer Support Representative will support external customers with hardware and network issues, coordinate with stakeholders on complex cases, diagnose problems using software tools, and promote a high-quality customer experience.

Responsibilities

• 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

Skills

• * 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)

Qualifications

Must Haves

• * 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)

Benefits

• Competitive compensation package including stock options
• Flexible work schedule
• Comprehensive benefits including retirement plan match
• Opportunity to make a real impact every day
• Opportunity to grow as a leader and build a team
• Unlimited PTO
• Work with a dynamic and growing team