Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Network Troubleshooting Microsoft Dynamics CRM Help Desk Support Cross-Functional Collaboration Customer Retention Customer Interaction Management Stakeholder Communications Product Knowledge Customer Centricity

Other Skills

•
Customer Service
•
Communication
•
Multitasking
•
Time Management
•
Teamwork
•
Proactivity
•
Detail Oriented
•
Relationship Building
•
Problem Solving

Roles & Responsibilities

2+ Years 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)

Requirements:

Manage multiple incoming streams of support requests via software, phone, email, and internal requests
Coordinate with internal and external stakeholders to address challenging cases and ensure long-term solutions
Build a strong, trusting relationship with all customer and internal stakeholders through fluid and timely communication
Meet case and customer response time quotas always

Job description

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.

Ready to apply?

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