Customer Service Representative - Remote

Overview

MaintainX is the world's leading Asset and Work Intelligence platform for industrial and frontline environments. We are a modern IoT-enabled cloud-based tool for reliability, safety, and operations on physical equipment and facilities. MaintainX powers operational excellence for 10,000+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonald's, Brenntag, Cintas, Xylem, and Shell.

We’ve raised $104 million in venture capital following a recent Series C funding round led by Bain Capital Ventures, Bessemer Ventures, August Capital, Amity Ventures, Ridge Ventures as well as CEO’s from GE, Twilio, Coupa, Toast and PagerDuty.

We’re looking for passionate and dedicated Customer Service Representatives based in the Philippines, committed to delivering exceptional support and resolving client queries with efficiency. Bring your excellent communication skills and customer-centric approach to contribute to our dynamic team and uphold Maintainx's reputation for top-notch service.

In Short

• Respond promptly and accurately to customer support inquiries.
• Call customers to resolve issues when needed.
• Help customers with how to use specific features of the product.
• Offer work-around solutions when the product does not exactly meet the customer’s requirements.
• Document product requests and highlights common requests to the Product team.
• Schedule meetings with sales representatives when pricing negotiation and solution consulting are required.
• Create self-service knowledge base articles and saved replies based on frequently asked questions.
• Follow up with old customer support tickets when new product releases help meet the requirements of customers.

Requirements

• 3 months - 2 years of full-time customer support or customer onboarding experience. (providing customer support or onboarding for a software product is a plus)
• BA/BSc/BEng degree or equivalent.
• Spanish language skills (written and spoken) are an asset.
• Highly proficient in Excel.
• Excellent communication, time management and interpersonal skills.
• Ability to manage multiple priorities and perform well in a fast-paced environment while maintaining a high level of quality and client satisfaction.
• Savvy with technology and capacity to become well-versed in our software in a short period of time.
• Experience working with customer support/help desk ticketing software is a plus.

Benefits

• Competitive salary and meaningful equity opportunities.
• Healthcare, dental, and vision coverage.
• 401(k) / RRSP enrollment program.
• Take what you need PTO.
• A Work Culture where:
• You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist.
• We believe in meritocracy, where ideas and effort are publicly celebrated.