Customer Support Representative
Posted Updated
Description
- 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
- 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
Benefits
- Unlimited PTO
- Opportunity to make a real impact every day
- Flexible work schedule
- Full benefits and 401K + 401K Match
- Equity options
- 2+ Years of customer service interaction, in person or virtual
- 2+ Years of some form of technical support or equivalent experience
- Ability to use remote communication tools to interact and add value to internal
- Experience with high volume support ticketing systems
- And external stakeholders (ie. Zoom, Slack, etc)
- Experience with CRM platforms (Salesforce strongly preferred)
- Bilingual in English and Spanish