Customer Support Representative

About the role

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.   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.   What You'll Do:   Manage multiple incoming streams of support request 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   Who You Are:   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)   What We Offer:   AssetWatch is a remote-first rapidly growing startup providing a game changing condition monitoring platform and mobile experience in the industrial manufacturing space.   Competitive compensation package including equity options.   Flexible work schedule   Full benefits and 401K Match   Opportunity to make a real impact every day   Opportunity to grow as a leader and build a team   Unlimited PTO   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.   #LI-Remote   What We Offer:     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.    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    We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.   The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process. The salary range was determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range applicable to your location during the hiring process. AssetWatch Salary Range (US) $58,000 — $60,000 USD What We Offer: 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. 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 We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.