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Salary: USD 58,000 - 60,000 / annual
AssetWatch is a remote-first company serving global manufacturers with condition monitoring and predictive maintenance solutions. The Customer Support Representative will develop expertise in AssetWatch products and services to support customers experiencing hardware and network outages, collaborating with internal and external stakeholders to deliver timely and long-term solutions.
Key Responsibilities:
- Manage multiple incoming support requests via software, phone, email, and internal channels
- Coordinate with internal and external stakeholders to address complex cases and ensure sustainable solutions
- Work cross-functionally across departments to deliver world-class customer experience and relay customer feedback to Product teams
- Proactively reach out to customers via phone to address issues before they escalate
- Build strong, trusting relationships with customers and internal stakeholders through clear and timely communication
- Identify opportunities to prevent potential challenges and meet case/response time quotas
- Use software tools to diagnose problems accurately and implement correct solutions
- Promote customer loyalty through recognition initiatives
- Support other responsibilities as directed by the Support Manager
AssetWatch is a distributed, remote-first team with collaboration required during core working hours. The company offers competitive compensation including stock options, flexible scheduling, comprehensive benefits with retirement plan match, unlimited PTO, and the opportunity to impact a growing predictive maintenance business.
Requirements:
- 2+ years of customer support or customer-facing experience
- Strong communication and interpersonal skills
- Problem-solving mindset with ability to think critically
- Experience with CRM platforms (Salesforce strongly preferred)
- Ability to use remote communication tools (Zoom, Slack, etc.)
- Willingness to work in a fast-paced, collaborative environment
