Customer Support Specialist

Customer Support Specialist page is loaded## Customer Support Specialist locations:
United States - TX:
Remote, United Statestime type:
Full time posted on:
Posted Yesterday job requisition :
R59844
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* Job Summary:

** We’re looking for a mid-level Customer / Technical Support Specialist who puts customers first and brings strong judgment, empathy, and common sense to every interaction. In this role, you’ll support customers using a complex software platform, troubleshoot issues, and ensure each request is handled efficiently and thoughtfully. This position requires a blend of customer support expertise and software troubleshooting skills..

While formal IT or engineering training is not required, you must be comfortable diagnosing software behavior, asking the right questions, and understanding how technical issues impact customer operations.
This is a fully remote role. Candidates located in Texas are preferred but not required.
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* Job Description:

**** Key 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
** Required Qualifications*
* · 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, Hub Spot, and Microsoft Office/365
· Comfort collaborating with technical and non-technical teams
· Practical experience using AI tools to support productivity and communication
** Preferred (But Not Required)*
* · 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
** Worker Type:
** Regular
* * Number of Openings Available:
** 1

Your community is comprised of many moving parts. From roads and buildings to public safety and school, each part of your community is vital to its continued success.

At Asset Works, we create the software solutions needed for communities to succeed. From managing fleet vehicles, infrastructure, and energy to tracking buildings and equipment, our software helps communities maintain high levels of safety and efficiency.

Asset Works employees are passionate about what they do and are always looking for new and better ways to solve problems through software in a dynamic, entrepreneurial environment.  Working at Asset Works is anything but ordinary.  Asset Works offers competitive compensation, a comprehensive benefits package and the chance to learn from the best in the business.  Come join the Asset Works team.

* Asset Works is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.
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