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 morechallenging cases and ensure a long-term solution

• Work internally across multiple departments to ensure and support the delivery ofa world class customer experience to include sending customer feedback to ourProduct teams.

• Willingness to pick up the phone and dial customers within short notice toaddress issues before they grow in scope

• Build a strong, trusting relationship with all customer and internal stakeholdersthrough fluid and timely communication

• Identify opportunities to proactively address potential challengesMeet case and customer response time quotas always

• Utilize numerous software tools to accurately diagnose problems and proceedwith the correct solution

• Promote customer loyalty through customer recognition initiativesOther 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 internaland external stakeholders (ie. Zoom, Slack, etc)