Customer Support Representative

AssetWatch, Inc.

5d•$58,000 - $60,000•Remote

About The Position

AssetWatch provides condition-monitoring products and services to global manufacturers, helping improve manufacturing uptime. The Customer Support Representative develops an understanding of AssetWatch products and services and supports external customers experiencing hardware or network outages. The role works with internal and external stakeholders to diagnose issues, deliver timely responses, and find lasting solutions. AssetWatch is a remote-first company with a distributed team across the United States and Ontario, Canada; collaboration within core working hours is required.

Requirements

At least 2 years of technical support experience or equivalent experience.
At least 2 years of customer service interaction, in person or virtually.
Experience with high-volume support ticketing systems.
Experience with CRM platforms.
Ability to use remote communication tools to interact with and support internal and external stakeholders.

Nice To Haves

Salesforce experience is strongly preferred.

Responsibilities

Manage multiple incoming support requests through software, phone, email, and internal channels.
Coordinate with internal and external stakeholders on challenging cases and help ensure long-term solutions.
Work across departments to support a high-quality customer experience and share customer feedback with Product teams.
Contact customers by phone at short notice to address issues before they grow in scope.
Build trusting relationships with customers and internal stakeholders through timely, clear communication.
Identify opportunities to address potential challenges proactively.
Meet case and customer response-time quotas.
Use software tools to diagnose problems and determine appropriate solutions.
Promote customer loyalty through customer recognition initiatives.
Perform other responsibilities as directed by the AssetWatch Support Manager.