Customer Success and Support Specialist (Remote - USA) ID-1993

"Stay up to date with the latest developments at AssetIntel by following our LinkedIn page and YouTube channel."
*** THIS JOB IS ONLY AVAILABLE TO INDIVIDUALS LIVING IN USA. NO RECRUITER OR AGENCY, PLEASE***
About AssetIntel

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AssetIntel is a software company dedicated to developing innovative asset management software for the transportation infrastructure industry. Our clients include State Departments of Transportation, Cities, Toll Authorities, Transit Agencies, the Federal Highway Administration, and Civil Engineering Firms. Our products, such as inspectX, emergencyX, and manageX, streamline infrastructure management, inspection, and emergency response for bridges, culverts, tunnels, and more. Learn more at www.assetintel.co.

Job Description

We are seeking a Customer Success and Support Specialist who is passionate about building strong client relationships and has an in-depth understanding of bridge inspection systems. The ideal candidate will be client-focused, tech-savvy, and experienced in managing customer support and onboarding. This role involves guiding clients in successfully using our software products, troubleshooting technical issues, and ensuring a seamless onboarding process.

You will work closely with our Product, QA, and Engineering teams to address client needs and ensure high-quality service delivery. This is a remote position, but occasional travel to client sites or industry conferences may be required.

Key Responsibilities
Customer Support
  • Manage and resolve client tickets through Zendesk, ensuring timely and professional communication.
  • Use supportX, our internal support tool, to identify and resolve issues.
  • Troubleshoot technical problems using database queries, supportX, and other tools.
  • Collaborate with internal teams to escalate and resolve complex issues.
Customer Success
  • Build and maintain strong client relationships through regular meetings to address their needs and gather feedback.
  • Participate in webinars and demos to showcase product features and updates.
  • Represent AssetIntel at industry conferences as required.
Onboarding New Clients
  • Facilitate the transition of new clients from their legacy systems to inspectX, ensuring a smooth onboarding process.
  • Assist in mapping and configuring forms, attributes, and reports to meet client-specific requirements.
  • Work closely with the QA team to validate data migration and resolve discrepancies.
  • Conduct regular check-ins with new clients to ensure all requirements are met.
  • Provide in-person or virtual training as required on using the system.
Documentation
  • Maintain clear and up-to-date documentation on Confluence, Notion, Zendesk, and Jira for client interactions, troubleshooting processes, and system configurations.
  • Develop and maintain knowledge base articles for common support inquiries.
Required Skills and Qualifications
  • Strong communication skills with the ability to build relationships with clients and collaborate effectively with internal teams.
  • Deep knowledge of bridge inspection processes, including NBI and SNBI.
  • Proficiency in at least one bridge inspection system (e.g., inspectX, AASHTOWare BrM, or Bentley AssetWise).
  • Good IT knowledge with the ability to learn new IT/Software tools.
  • Experience with project management, including tracking milestones, coordinating teams, and meeting deadlines.
Preferred Qualifications
  • Familiarity with database querying tools.
  • Experience documenting technical information in tools such as Confluence or Notion.
  • Exposure to agile project management methodologies.
  • Basic programming.
Benefits and Perks
  • Remote-First Culture: Work from anywhere in the USA.
  • Join a team with a great work culture.
  • Growth Opportunities: Be part of a growing company in the transportation asset management space.
  • Comprehensive Benefits: Market-competitive compensation, performance-based bonuses, and a generous vacation policy.
  • Health Insurance: Comprehensive health insurance to ensure your well-being.
  • 401(k) Plan: Save for your future with our employer-supported retirement plan.
  • Impactful Work: Help transform how infrastructure is managed and maintained across the U.S. and beyond.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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