Customer Support Representative

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