Customer Support Representative

1 month ago

Chicago, United States AssetWatch, Inc. Full time
Job DescriptionJob 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 company 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.
  • Participate in customer onboarding and hardware resolution meetings to establish expectations and deliver guidance aimed at ensuring long-term customer satisfaction.
  • 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 + 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.

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