AssetWorks Inc

Customer Support Specialist

AssetWorks Inc

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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About the role

  • 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

Requirements

  • 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
  • Preferred: Deeper experience with AI tools, automation, or workflow optimization
  • Preferred: Experience supporting SaaS or enterprise software products
  • Preferred: Location in Texas
Benefits
  • Competitive compensation
  • Comprehensive benefits package
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingticket managementsoftware supportAI toolsautomationworkflow optimizationSaaSenterprise software
Soft Skills
customer-first mindsetempathyaccountabilitycommunication skillscollaborationjudgment