Customer Support Representative - Remote

Overview

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.

In Short

• Manage multiple incoming streams of support requests via software, phone, email, and internal requests
• Coordinate with internal and external stakeholders to address challenging cases
• Work across departments to ensure a world-class customer experience
• Contact customers proactively to address issues
• Build strong relationships with customers and stakeholders
• Identify opportunities to proactively address potential challenges
• Meet case and customer response time quotas
• Utilize software tools to diagnose problems and provide solutions
• Promote customer loyalty through recognition initiatives
• Other responsibilities as directed by AssetWatch Support Manager

Requirements

• 2+ Years 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 preferred
• Ability to use remote communication tools (e.g., Zoom, Slack)

Benefits

• Competitive compensation package including equity options
• Flexible work schedule
• Full benefits and 401K + Match
• Opportunity to make a real impact
• Opportunity to grow as a leader and build a team
• Unlimited PTO