Customer Support Representative

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

📋 Description

• Acquire a deep understanding of AssetWatch products and services to assist with hardware and network outages for external clients.

• Handle a variety of incoming support requests through software, phone, email, and internal channels.

• Collaborate with both internal and external stakeholders on complex cases and long-term solutions.

• Operate across various departments to ensure a world-class customer experience.

• Relay customer feedback to Product teams.

• Reach out to customers by phone on short notice to resolve issues before they escalate.

• Establish trust with customers and internal stakeholders through prompt communication.

• Anticipate potential challenges proactively.

• Achieve case resolution and customer response time targets.

• Utilize software tools to diagnose issues and determine appropriate solutions.

• Foster customer loyalty through initiatives recognizing customer contributions.

• Perform additional responsibilities as assigned by the AssetWatch Support Manager.

⛳️ Requirements

• Over 2 years of experience in technical support or a related field.

• More than 2 years of customer service experience, either in-person or virtual.

• Familiarity with high-volume support ticketing systems.

• Proficiency in CRM platforms, with Salesforce being strongly preferred.

• Capability to utilize remote communication tools to engage and provide value to both internal and external stakeholders (e.g., Zoom, Slack, etc.).

• Openness to work during core hours for effective collaboration.

🏝️ Benefits

• Competitive compensation package that includes equity options.

• Flexible work schedule.

• Comprehensive benefits package.

• 401K matching.

• Opportunity to make a meaningful impact on a daily basis.

• Chance to advance as a leader and develop a team.

• Unlimited paid time off (PTO).

• Extensive benefits, including a retirement plan match.

• Collaborate with a dynamic and expanding team.