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AssetWorks Inc · 15 hours ago

Customer Support Specialist

positionUnited States
timeFull-time
remoteRemote
seniorityMid Level
date3+ years exp
AssetWorks Inc. is seeking a mid-level Customer Support Specialist who prioritizes customer satisfaction and possesses strong judgment and empathy. The role involves providing support for a complex software platform, troubleshooting issues, and ensuring efficient handling of customer requests.
Information TechnologySoftware

Responsibilities

Serve as a primary point of contact for customer support inquiries via ticketing systems, email, phone and other support channels
Deliver an exceptional, customer-first support experience rooted in empathy, clarity, and common sense
Troubleshoot and resolve issues within a complex software environment
Gather, organize, and communicate relevant technical details to development teams when escalation is needed
Act as a translator between customers and technical teams to ensure clarity, context, and continuity
Determine when issues can be resolved through support versus when escalation to engineering or development is required
Document issues, resolutions, and learnings clearly in internal systems and knowledge bases
Collaborate closely with a small support team and cross-functional partners to ensure smooth issue resolution
Use AI-powered tools responsibly to improve efficiency while maintaining human judgment and nuance

Qualification

Customer support experienceSoftware troubleshootingTicket managementJiraHubSpotMicrosoft Office/365EmpathyAI tools experienceCommunicationCollaboration

Required

3–5 years of experience in a customer support or technical support role supporting software products
Strong understanding of customer support best practices and ticket management
Excellent written and verbal communication skills
Demonstrated ability to troubleshoot software issues and exercise sound judgment
Customer-first mindset with a strong sense of empathy and accountability
Experience working with support and business systems such as Jira, HubSpot, and Microsoft Office/365
Comfort collaborating with technical and non-technical teams
Practical experience using AI tools to support productivity and communication

Preferred

Experience in the surplus, inventory, or asset management industry
Deeper experience with AI tools, automation, or workflow optimization
Experience supporting SaaS or enterprise software products
Location in Texas

Company

AssetWorks Inc

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AssetWorks delivers industry-leading business solutions to help asset- and infrastructure-intensive organizations control capital and operating expenditures, reduce operational complexity, and manage regulatory and policy-driven risk.
dateFounded in 1983
location
Wayne, Pennsylvania, USA
people-size5001-10000 employees
web-link
https://www.assetworks.com/

Funding

Current Stage
Late Stage

Leadership Team

T
Tony DeSilvester
Portfolio CEO
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John Hines
President
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Recent News

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Company data provided by crunchbase