Customer Support Representative
5+ years
United States
Full-time
Remote
1 month ago
About the role
About The Company
AssetWatch is a pioneering company dedicated to enhancing manufacturing uptime through innovative condition monitoring solutions. Serving a global client base, we are passionate about delivering an unparalleled customer experience and advancing the future of predictive maintenance. Our team comprises renowned engineers and esteemed business leaders committed to building cutting-edge technology that helps manufacturers optimize asset performance and operational efficiency. As we enter an exciting phase of rapid growth, AssetWatch is seeking talented professionals to join us in shaping the future of asset management and support services.
About The Role
The External Support Representative at AssetWatch plays a critical role in maintaining high levels of customer satisfaction by providing expert support for hardware and network issues. This position involves managing multiple support requests received via various channels such as software, phone, and email, ensuring timely resolution and long-term solutions. The ideal candidate will collaborate closely with internal departments and external stakeholders to troubleshoot problems, coordinate responses, and deliver a world-class customer experience. The role also entails building strong relationships with customers, identifying proactive solutions, and contributing valuable feedback to product development teams to enhance our offerings.
Qualifications
Responsibilities
Benefits
Equal Opportunity
AssetWatch is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that a diverse team fosters innovation and drives our success.
AssetWatch is a pioneering company dedicated to enhancing manufacturing uptime through innovative condition monitoring solutions. Serving a global client base, we are passionate about delivering an unparalleled customer experience and advancing the future of predictive maintenance. Our team comprises renowned engineers and esteemed business leaders committed to building cutting-edge technology that helps manufacturers optimize asset performance and operational efficiency. As we enter an exciting phase of rapid growth, AssetWatch is seeking talented professionals to join us in shaping the future of asset management and support services.
About The Role
The External Support Representative at AssetWatch plays a critical role in maintaining high levels of customer satisfaction by providing expert support for hardware and network issues. This position involves managing multiple support requests received via various channels such as software, phone, and email, ensuring timely resolution and long-term solutions. The ideal candidate will collaborate closely with internal departments and external stakeholders to troubleshoot problems, coordinate responses, and deliver a world-class customer experience. The role also entails building strong relationships with customers, identifying proactive solutions, and contributing valuable feedback to product development teams to enhance our offerings.
Qualifications
- Minimum of 2+ years of experience in technical support or a related field
- At least 2+ years of customer service experience, either in person or virtually
- Experience working with high-volume support ticketing systems
- Proficiency with CRM platforms, with Salesforce experience strongly preferred
- Ability to utilize remote communication tools such as Zoom, Slack, etc., to engage with stakeholders effectively
- Strong problem-solving skills and technical aptitude
- Excellent communication and interpersonal skills
- Ability to work independently and collaboratively in a fast-paced environment
Responsibilities
- Manage multiple incoming support requests via software, phone, and email, ensuring prompt and accurate responses
- Coordinate with internal teams and external stakeholders to resolve complex issues and implement long-term solutions
- Work across departments to deliver exceptional customer service and gather feedback for product improvements
- Proactively contact customers to address potential issues before they escalate
- Build and maintain trusting relationships with customers and internal teams through clear and timely communication
- Identify opportunities for proactive support and issue resolution
- Meet or exceed case response time and customer satisfaction metrics
- Utilize diagnostic tools and software to accurately identify problems and determine appropriate solutions
- Promote customer loyalty through recognition initiatives and ongoing engagement
- Perform additional duties as assigned by the Support Manager to support team objectives
Benefits
- Competitive compensation package including equity options
- Flexible work schedule to support work-life balance
- Comprehensive benefits package and 401K matching
- Opportunities for professional growth and leadership development
- Unlimited paid time off to encourage rest and rejuvenation
- Remote work environment with a distributed team across the United States
Equal Opportunity
AssetWatch is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that a diverse team fosters innovation and drives our success.
Skills
Customer ServiceTechnology, Information and Internet