Customer Support Specialist

🕒 January 24

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AssetIntel

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

🏢 Enterprise

🚗 Transport

Enterprise • Software • Transport

AssetIntel is a company that revolutionizes infrastructure asset management by offering a suite of applications designed to digitize asset inspection and management processes. Their tailored solutions help public transportation departments and agencies manage asset inventory, transition NBI data to SNBI, monitor natural disasters, and plan capital budgets effectively. With a focus on increasing efficiency and accuracy while optimizing costs, AssetIntel provides software development and implementation services for enhanced safety and longevity of infrastructure assets.

📋 Description

• Become highly familiar with AssetIntel applications and workflows to support effective troubleshooting, issue documentation, and escalation • Assist with investigation and resolution of customer support tickets under guidance from U.S.-based team members • Contact users as needed to gather and document issue details, including clear steps to reproduce and supporting evidence, to support investigation and escalation by the U.S.-based team • Check new tickets against known issues and documented resolutions to reduce duplicate investigation • Escalate complex or domain-specific issues to U.S. support leads, track ticket status, and follow up to ensure timely resolution • Provide timely responses to customer inquiries during U.S. business hours • Assist in maintaining internal documentation and knowledge base articles • Document common issues, investigation steps, and resolutions for internal use • Support process improvements by identifying repeat issues and patterns

🎯 Requirements

• Strong written and verbal English communication skills • Experience in customer support, technical support, or data-oriented roles • Comfort working with structured data (Excel, CSV, PDFs) • Strong attention to detail and ability to follow defined processes • Experience supporting SaaS or enterprise software products (preferred) • Familiarity with Zendesk or similar ticketing systems (preferred) • Experience supporting U.S.-based customers or distributed teams (preferred)

🏖️ Benefits

• Clear role boundaries and structured collaboration with U.S. teams • Opportunity to build technical and domain exposure over time • Remote role with stable, long-term engagement