Customer Support Representative at AssetWatch

Role overview

This job description has been rewritten in fresh language using the facts in the listing. Source credit and original listing details are available below.

AssetWatch is hiring a full-time, remote Customer Support Representative to assist external customers with hardware and network outages involving its condition-monitoring products and services. The role involves learning the product offering, diagnosing issues with software tools, and coordinating with customers and internal teams to reach timely, lasting solutions.

Support requests arrive through software, phone, email, and internal channels. The representative manages these requests, communicates with customers and stakeholders, escalates complex cases as needed, and shares customer feedback with Product teams. The position also calls for prompt outreach to customers, proactive attention to emerging problems, and meeting case and response-time quotas.

The role is remote across the United States and Ontario, Canada, with collaboration during core working hours required. The posted U.S. base salary is $58,000–$60,000 per year, plus equity and benefits; variable pay, bonuses, and other cash compensation may also be discussed during the interview process. AssetWatch lists a flexible work schedule, comprehensive benefits, a retirement-plan match, and unlimited PTO among its offerings.

Role at a glance: Remote, full-time customer support role handling hardware and network issues, with a posted U.S. base salary of $58,000–$60,000 per year.

Responsibilities mentioned in the listing

• Manage incoming support requests received through software, phone, email, and internal channels.
• Work with internal and external stakeholders to resolve complex cases and develop lasting solutions.
• Coordinate across departments to support customer experience and share customer feedback with Product teams.
• Call customers promptly to address issues before they expand.
• Maintain timely communication and build trusted relationships with customers and internal stakeholders.
• Identify potential challenges proactively and meet case and customer response-time quotas.
• Use software tools to diagnose problems and determine appropriate solutions.

Qualifications stated in the listing

• At least 2 years of technical support or equivalent experience.
• At least 2 years of customer service experience, in person or virtually.
• Experience with high-volume support ticketing systems.
• Experience with CRM platforms; Salesforce is strongly preferred.
• Ability to use remote communication tools, such as Zoom and Slack, with internal and external stakeholders.