Customer Support Representative

<p>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. </p> <p>The <strong>External Support Representative</strong> will develop an understanding of AssetWatch products and services to support both hardware &amp; network outages for external customers. You will collaborate with stakeholders to ensure timely and long-term solutions.</p> <p><strong>What You'll Do: </strong></p> <ul> <li>Manage multiple incoming streams of support request coming in via software,<br />phone, email, and internal requests</li> <li>Coordinate with internal and external stakeholders as needed to address more<br />challenging cases and ensure a long-term solution</li> <li>Work internally across multiple departments to ensure and support the delivery of<br />a world class customer experience to include sending customer feedback to our<br />Product teams.</li> <li>Willingness to pick up the phone and dial customers within short notice to<br />address issues before they grow in scope</li> <li>Build a strong, trusting relationship with all customer and internal stakeholders<br />through fluid and timely communication</li> <li>Identify opportunities to proactively address potential challenges<br />Meet case and customer response time quotas always</li> <li>Utilize numerous software tools to accurately diagnose problems and proceed<br />with the correct solution</li> <li>Promote customer loyalty through customer recognition initiatives<br />Other responsibilities as directed by AssetWatch Support Manager</li> </ul> <p><strong>Who You Are: </strong></p> <ul> <li>2+ Years of some form of technical support or equivalent experience</li> <li>2+ Years of customer service interaction, in person or virtual</li> <li>Experience with high volume support ticketing systems</li> <li>Experience with CRM platforms (Salesforce strongly preferred)</li> <li>Ability to use remote communication tools to interact and add value to internal<br />and external stakeholders (ie. Zoom, Slack, etc)</li> </ul> <p><strong>What We Offer:</strong></p> <p>AssetWatch is a remote-first rapidly growing startup providing a game changing condition monitoring platform and mobile experience in the industrial manufacturing space.</p> <ul> <li>Competitive compensation package including equity options.</li> <li>Flexible work schedule</li> <li>Full benefits and 401K Match</li> <li>Opportunity to make a real impact every day</li> <li>Opportunity to grow as a leader and build a team</li> <li>Unlimited PTO</li> </ul> <p>We have a distributed team that works remotely across locations in the United States. We are open to candidates from most states as long we all can closely collaborate within core working hours.</p> <p>#LI-Remote</p> <p><strong>What We Offer:</strong> </p> <p>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. </p> <ul> <li>Competitive compensation package including stock options </li> <li>Flexible work schedule </li> <li>Comprehensive benefits including retirement plan match </li> <li>Opportunity to make a real impact every day </li> <li>Work with a dynamic and growing team </li> <li>Unlimited PTO </li> </ul> <p>We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required. </p>