External Support Representative at AssetWatch

About AssetWatch

AssetWatch empowers global manufacturers by ensuring manufacturing uptime through an unparalleled condition monitoring experience. Our passionate team of engineers and business leaders is dedicated to building the future of predictive maintenance. As we enter a phase of rapid growth, we are looking for talented individuals to help lead our journey.

What You'll Do:

• Manage multiple incoming support request streams via software, phone, email, and internal requests.
• Coordinate with internal and external stakeholders to address challenging cases and ensure long-term solutions.
• Collaborate across departments to deliver a world-class customer experience, including relaying customer feedback to Product teams.
• Proactively contact customers via phone on short notice to address issues before they escalate.
• Build strong, trusting relationships with customers and internal stakeholders through fluid and timely communication.
• Identify opportunities to proactively address potential challenges.
• Meet case and customer response time quotas consistently.
• Utilize various software tools to accurately diagnose problems and implement correct solutions.
• Promote customer loyalty through recognition initiatives.
• Perform other responsibilities as directed by the AssetWatch Support Manager.

Who You Are:

• 2+ years of experience in technical support or an equivalent role.
• 2+ years of customer service interaction experience (in-person or virtual).
• Experience with high-volume support ticketing systems.
• Experience with CRM platforms (Salesforce strongly preferred).
• Proficiency in using remote communication tools (e.g., Zoom, Slack) for internal and external stakeholder interaction.

What We Offer:

• 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.

Work Location:

AssetWatch is a remote-first company with a distributed team across the United States and Ontario, Canada. Close collaboration within core working hours is required. We are open to candidates from most states, provided they can collaborate effectively within core working hours.