Customer Support Representative

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 **External 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.