客户服务代表
Customer Support Representative
AssetWatch通过提供无与伦比的设备状态监测体验，为全球制造商提供制造运行时间保障，我们热情关注客户每天所关心的资产。我们是一个专注且有能力的团队，包括世界知名的工程师和杰出的商业领袖，他们因共同的目标而团结——打造预测性维护的未来。在我们进入快速发展的下一阶段时，我们正在寻找能够带领这一旅程的人才。
**客户支持代表**将深入了解AssetWatch的产品和服务，以支持外部客户的硬件和网络中断问题。你将与相关方合作，确保及时和长期的解决方案。
**你将负责：**
- 管理通过软件、电话、邮件和内部请求等多种渠道 incoming 的支持请求
- 根据需要与内部和外部相关方协调，处理更具挑战性的案例并确保长期解决方案
- 在多个部门内部协作，确保并支持世界级的客户体验，包括将客户反馈传递给我们的产品团队
- 愿意在短时间内拨打电话联系客户，以在问题扩大前解决
- 通过流畅和及时的沟通，与所有客户和内部相关方建立牢固的信任关系
- 主动识别潜在挑战的机会
- 始终满足案件和客户响应时间指标
- 使用多种软件工具准确诊断问题并采取正确的解决方案
- 通过客户认可计划促进客户忠诚度
- 其他由AssetWatch支持经理指派的责任
**你具备：**
- 2年以上某种形式的技术支持或同等经验
- 2年以上客户服务互动经验，面对面或虚拟方式
- 使用高流量支持工单系统的经验
- 使用CRM平台的经验（Salesforce优先）
- 能够使用远程通信工具与内部和外部相关方互动并创造价值（如Zoom、Slack等）
**我们提供：**
AssetWatch是一家以远程办公为主、快速成长的初创公司，在工业制造领域提供具有变革意义的设备状态监测平台和移动体验。
- 具有竞争力的薪酬包，包括股权选择权。
- 灵活的工作安排
查看英文原文
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 **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
- 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)
**What We Offer:**
AssetWatch is a remote-first rapidly growing startup providing a game changing condition monitoring platform and mobile experience in the industrial manufacturing space.
- Competitive compensation package including equity options.
- Flexible work schedule
- Full benefits and 401K Match
- Opportunity to make a real impact every day
- Opportunity to grow as a leader and build a team
- Unlimited PTO
We have a distributed team that works remotely across locations in the United States. We are open to candidates from most states as long we all can closely collaborate within core working hours.
#LI-Remote
**What We Offer:**
AssetWatch is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that’s why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Opportunity to make a real impact every day
- Work with a dynamic and growing team
- Unlimited PTO
We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.
The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.
The salary range was determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range applicable to your location during the hiring process.
AssetWatch Salary Range (US)
$58,000—$60,000 USD
**What We Offer:**
AssetWatch is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that’s why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Opportunity to make a real impact every day
- Work with a dynamic and growing team
- Unlimited PTO
We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.