Customer Support Representative

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Gain a thorough understanding of AssetWatch products and services.

• Assist external customers experiencing hardware and network outages.

• Handle incoming support requests via software, phone, email, and internal channels.

• Collaborate with both internal and external stakeholders on complex cases.

• Ensure the delivery of timely and sustainable solutions.

• Partner across departments to facilitate a world-class customer experience.

• Relay customer feedback to Product teams.

• Reach out to customers proactively to resolve issues before they escalate.

• Foster trusting relationships through prompt communication.

• Spot opportunities to proactively tackle challenges.

• Meet quotas for case and customer response times.

• Utilize software tools to diagnose issues and identify solutions.

• Enhance customer loyalty through recognition initiatives.

• Undertake other duties as assigned by the AssetWatch Support Manager.

⛳️ Requirements

• A minimum of 2 years in technical support or comparable experience.

• At least 2 years of experience in customer service interactions, either in person or virtually.

• Bilingual proficiency in English and Spanish.

• Familiarity with high-volume support ticketing systems.

• Experience with CRM platforms; Salesforce is highly preferred.

• Proficient in using remote communication tools such as Zoom and Slack.

• Ability to collaborate effectively within core working hours.

🏝️ Benefits

• Competitive compensation package that includes stock options.

• Flexible work schedule.

• Comprehensive benefits package, including a retirement plan match.

• Unlimited paid time off (PTO).

• Remote-first work environment.

• Opportunity to make a meaningful impact every day.

• Work with a dynamic and growing team.