• 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

• You will collaborate with stakeholders to ensure timely resolution and long-term solutions
• 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

Benefits

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