Customer Support Representative
New
A
AssetWatchIndustrial manufacturing
We have a distributed team that works remotely across locations in the United States and Ontario, Canada., Collaboration within core working hours is required.Full-TimeJunior
SalaryThe base salary range for this full-time position is posted below, plus equity and benefits. AssetWatch Salary Range (US) $58,000 — $60,000 USD
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Job Details
- Experience
- 2+ Years of some form of technical support or equivalent experience; 2+ Years of customer service interaction, in person or virtual
- Required Skills
- SalesforceCustomer serviceSlackTechnical support
Requirements
- Have 2+ years of technical support or equivalent experience.
- Have 2+ years of customer service interaction, in person or virtual.
- Have experience with high-volume support ticketing systems.
- Have experience with CRM platforms; Salesforce is strongly preferred.
- Be able to use remote communication tools to interact with internal and external stakeholders, such as Zoom and Slack.
Responsibilities
- Manage incoming support requests through software, phone, email, and internal channels.
- Coordinate with internal and external stakeholders to address challenging cases and reach long-term solutions.
- Work across departments to support customer experience and share customer feedback with Product teams.
- Call customers on short notice to address issues before they grow in scope.
- Build trusting relationships with customer and internal stakeholders through timely communication.
- Identify opportunities to proactively address potential challenges.
- Meet case and customer response-time quotas.
- Use software tools to diagnose problems and determine solutions.
- Promote customer loyalty through customer recognition initiatives.
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