Customer Support Representative
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
Bilingual in English and Spanish
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)
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