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 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

Requirements

• 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)

Benefits

• 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