Customer Support Representative

Customer Support Representative

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 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 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)

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.