Customer Support Representative

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.

• →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

• 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 strongly preferred)
• Ability to use remote communication tools to interact and add value to internal
  and external stakeholders (ie. Zoom, Slack, etc)