The Customer Support Representative (Bilingual, Spanish) will develop an understanding of AssetWatch products and services to support both hardware and network outages for external customers. This role requires fluency in both English and Spanish to effectively support and communicate with a diverse customer base. You will collaborate with stakeholders to ensure timely resolution and long-term solutions.

We are only considering candidates who reside in EST timezone given.  

What’s the Opportunity

• Manage multiple incoming streams of support requests via software platforms, phone, email, and internal channels
• Provide support to customers in both English and Spanish across written and verbal communication channels
• Support a customer base primarily located in Mexico, ensuring clear, culturally aware, and effective communication
• Coordinate with internal and external stakeholders as needed to address complex cases and ensure long-term solutions
• Work cross-functionally to support delivery of a high-quality customer experience, including sharing customer feedback with Product teams
• Proactively contact customers to resolve issues before they escalate
• Build strong, trusting relationships with customers and internal stakeholders through timely and effective communication
• Identify opportunities to proactively address potential challenges or recurring issues
• Meet or exceed case management and response time expectations
• Utilize multiple software tools to diagnose issues and implement appropriate solutions
• Promote customer loyalty through recognition and engagement initiatives
• Perform other responsibilities as directed by the AssetWatch Support Manager

Qualifications

• 2+ years of experience in technical support or a related field
• 2+ years of customer service experience (in-person or virtual)
• Professional fluency in both English and Spanish (written and verbal), with the ability to support customers in both languages as a core job function
• Experience working in high-volume support environments and ticketing systems
• Experience with CRM platforms (Salesforce strongly preferred)
• Ability to effectively use remote communication tools (e.g., Zoom, Slack) to collaborate and provide support
• Strong problem-solving skills and ability to manage multiple priorities in a fast-paced environment

#LI-REMOTE

The Customer Support Representative (Bilingual, Spanish) will develop an understanding of AssetWatch products and services to support both hardware and network outages for external customers. This role requires fluency in both English and Spanish to effectively support and communicate with a diverse customer base. You will collaborate with stakeholders to ensure timely resolution and long-term solutions.

We are only considering candidates who reside in PST timezone given.  

What’s the Opportunity

• Manage multiple incoming streams of support requests via software platforms, phone, email, and internal channels
• Provide support to customers in both English and Spanish across written and verbal communication channels
• Support a customer base primarily located in Mexico, ensuring clear, culturally aware, and effective communication
• Coordinate with internal and external stakeholders as needed to address complex cases and ensure long-term solutions
• Work cross-functionally to support delivery of a high-quality customer experience, including sharing customer feedback with Product teams
• Proactively contact customers to resolve issues before they escalate
• Build strong, trusting relationships with customers and internal stakeholders through timely and effective communication
• Identify opportunities to proactively address potential challenges or recurring issues
• Meet or exceed case management and response time expectations
• Utilize multiple software tools to diagnose issues and implement appropriate solutions
• Promote customer loyalty through recognition and engagement initiatives
• Perform other responsibilities as directed by the AssetWatch Support Manager

Qualifications

• 2+ years of experience in technical support or a related field
• 2+ years of customer service experience (in-person or virtual)
• Professional fluency in both English and Spanish (written and verbal), with the ability to support customers in both languages as a core job function
• Experience working in high-volume support environments and ticketing systems
• Experience with CRM platforms (Salesforce strongly preferred)
• Ability to effectively use remote communication tools (e.g., Zoom, Slack) to collaborate and provide support
• Strong problem-solving skills and ability to manage multiple priorities in a fast-paced environment

#LI-REMOTE

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.

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