Customer Support Representative

About This Role

This role will support global manufacturers by developing an understanding of AssetWatch products and services to address hardware and network outages for external customers. The representative will collaborate with stakeholders to provide timely and long-term solutions.

Responsibilities

• Manage multiple incoming streams of support requests via software, phone, email, and internal channels
• Coordinate with internal and external stakeholders to address challenging cases and ensure long-term solutions
• Collaborate across multiple departments to ensure delivery of world-class customer experience, including sending customer feedback to Product teams
• Proactively contact customers to address issues before they escalate
• Build strong, trusting relationships with customers and internal stakeholders through fluid and timely communication
• Identify opportunities to proactively address potential challenges and meet case and customer response time quotas
• Utilize numerous software tools to accurately diagnose problems and proceed with correct solutions
• Promote customer loyalty through customer recognition initiatives

Requirements

• 2+ Years of technical support or equivalent experience
• 2+ Years of customer service interaction (in person or virtual)
• Experience with high volume support ticketing systems
• Experience with CRM platforms
• Ability to use remote communication tools (Zoom, Slack)

Qualifications

• 2+ Years of technical support or equivalent experience, and 2+ Years of customer service interaction (in person or virtual)

Nice to Have

• Experience with Salesforce

Skills

* Required skills

Benefits