AssetWatch, Inc.
industrial manufacturing
CustomerSupportRepresentative
Neural analysis suggests this role is
optimal for Entry candidates.
“Customer Support Representative at AssetWatch, Inc.. Skills: technical support, customer service, communication. 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”
What You'll Achieve.
ensure timely and long-term solutions; ensure and support the delivery of a world class customer experience; address issues before they grow in scope; Meet case and customer response time quotas always
Industry & Context.
accurately diagnose problems and proceed with the correct solution
What They're Looking For.
Must Have
2+ Years of some form 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 to interact and add value to internal and external stakeholders (ie. Zoom, Slack, etc)
Nice to Have
Salesforce strongly preferred
What You'll Do.
Manage multiple incoming streams of support request coming in via software
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
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
How You'll Work.
Team & Collaboration
Collaborate with stakeholders to ensure timely and long-term solutions; Coordinate with internal and external stakeholders; Work internally across multiple departments; add value to internal and external stakeholders; close collaboration within core working hours is required
Communication Scope
fluid and timely communication
Full Job Description
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 External 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 Experience with high volume support ticketing systems Experience with CRM platforms (Salesforce
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