Customer Support Representative

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)