Provides technical and customer support for hardware and network issues through software, phone, email, and internal channels. Coordinates with stakeholders to resolve complex cases, maintains strong customer relationships, communicates feedback to Product teams, diagnoses issues using software tools, meets response-time targets, and identifies proactive solutions. Requires bilingual English and Spanish communication, technical support experience, customer service experience, ticketing-system expertise, and familiarity with CRM and remote collaboration tools.
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 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
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.
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.
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