Customer Support Representative, AssetWatch

Salary not provided

+ Stock options

Salesforce

Slack

Zoom

Junior and Mid level

Remote from US

More information about location

Remote monitoring for proactive maintenance

Posted today

Remote monitoring for proactive maintenance

101-200 employees

B2BArtificial IntelligenceDeep TechInternet of ThingsSaaSAutomation

Posted today

Salary not provided

+ Stock options

Salesforce

Slack

Zoom

Junior and Mid level

Remote from US

More information about location

101-200 employees

B2BArtificial IntelligenceDeep TechInternet of ThingsSaaSAutomation

Company mission

To build the leading proactive maintenance platform for industrial organizations around the world.

Job

Company

Role

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 the job involves

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
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

Our take

Across the manufacturing industry, lost production time equates to over $1 trillion of lost revenue each year. Much of this is due to foreseeable errors in machinery, many of which could have been fixed before they broke. AssetWatch, previously known as Nikola Labs, works with manufacturing companies to reduce unplanned downtime in their machinery and technology.

Focused on discovering machinery faults before it is too late, the company's wireless vibration sensors connect to a team of certified vibration experts who leverage machine learning to analyse the data. Hence, its prescriptive and predictive maintenance alerts signal potential faults before failure occurs, thus reducing potential downtime from these machinery faults.

With a wide range of solutions spanning software to IoT, AssetWatch appeals to everyone from factory managers to leadership teams - giving everyone a comprehensive overview of manufacturing health. The company has enjoyed significant funding and growth since its founding in 2014, and is planning to continue expanding and scaling up the business.

Kirsty

Company Specialist at Welcome to the Jungle

Company

Funding (last 2 of 9 rounds)

Apr 2025

$75m

SERIES C

May 2024

$38m

SERIES B

Total funding: $150.7m

Company benefits

Equity options
Flexible work schedule
Full benefits and 401K + 401K Match
Opportunity to make a real impact every day
Unlimited PTO

Company HQ

Westerville, OH

Leadership

Will Zell

(Executive Chairman)

Previously CEO of AssetWatch. Currently Founding Partner of Ohio Angel Collective, Founder of Vessel, and is on the Advisory Board for IKOVE Venture Partners.

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