Remote Customer Support Rep at AssetWatch - US/CA — Columbus
Traveler-Friendly Insight
Remote-First, But With Timezone Constraints: AssetWatch explicitly requires collaboration within core working hours, meaning this role is not fully async. You'll need to be reliably available during US business hours (likely Eastern or Central time), which limits flexibility for nomads in dramatically different time zones such as Southeast Asia or Eastern Europe.
Best-Fit Nomad Destinations: Given the US/Canada timezone requirement, your best options are locations with minimal time-zone offset:
- Medellín, Colombia (COT, UTC-5): Perfect alignment with US Eastern hours. Monthly costs for a comfortable lifestyle run $1,200–$1,800. At $58K–$60K USD annually, you'd have strong purchasing power here.
- Lisbon, Portugal (WET, UTC+0/+1): A popular nomad hub, but a 5–6 hour offset from US Eastern means mornings would be tied up with US afternoon calls. Feasible but tiring long-term. Monthly costs ~$2,000–$2,800.
- Mexico City, Mexico (CST, UTC-6): Excellent timezone overlap with US core hours. Cost of living ~$1,200–$1,800/month, leaving solid savings on this salary.
Visa Considerations: US citizens can use tourist visas for short stays in Colombia, Portugal (Schengen 90-day rule), and Mexico. Portugal's Digital Nomad Visa and Colombia's Digital Nomad Visa are both worth exploring for longer stays. Canada applicants in Ontario are already covered.
Perks for Travelers: No specific equipment stipend or coworking allowance is mentioned — clarify these in the interview if remote work expenses matter to you.
AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.
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.
What You'll Do:
- Manage multiple incoming streams of support requests 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, including sending customer feedback to Product teams
- Willingness to pick up the phone and dial customers within short notice to address issues before they grow in scope
- Build strong, trusting relationships with all customer and internal stakeholders through fluid and timely communication
- Identify opportunities to proactively address potential challenges and meet case and customer response time quotas at all times
- Utilize numerous software tools to accurately diagnose problems and proceed with the correct solution
- Promote customer loyalty through customer recognition initiatives and other responsibilities as directed by the AssetWatch Support Manager
Who You Are:
- 2+ years 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 with internal and external stakeholders (e.g., Zoom, Slack)
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 stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Unlimited PTO
- Opportunity to make a real impact every day
- Work with a dynamic and growing team
We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.
AssetWatch Salary Range (US): $58,000 – $60,000 USD
The base salary range for this full-time position is listed above, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
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