Customer Support Representative

Job Description

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 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

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)

#LI-Remote

What We Offer:

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.

Full-time

Fully remote