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About the Role

As a Customer Support Specialist, you will be the voice of our brand, engaging directly with customers via phone, email, and live chat to deliver outstanding technical support and service. You will manage a variety of front-facing interactions, ensuring every conversation reflects our commitment to excellence and care. You will play a pivotal role in shaping the customer experience by providing fast, friendly, and solution-oriented support.

Responsibilities

Support AlertMedia customers by assessing inbound tickets and live chats inquiring about technical product issues and general account questions in a prompt manner.
Communicate with professionalism and empathy as you work to resolve customer issues.
Stay updated on product knowledge with the help of our Learning & Development Manager.
Manage customer tickets within our case queue.
Go the extra mile in interacting with our customers, ensuring they have a “world class” support experience.
Escalate advanced customer cases to the appropriate team members.
Collaborate with fellow team members, sharing your experiences and knowledge.

Requirements

1-2 years of experience in a technical customer support role in software
Familiarity with Zendesk, Slack, Excel, Outlook, or similar
Tons of energy, humor, compassion, and enthusiasm
A passion for continual learning with a desire and willingness to be coached
The ability and desire to work in a fast-paced challenging environment
Exceptional phone etiquette & written communication skills
Strong listening skills
Thrives with both autonomy and collaboration
Outstanding English communication skills
Must have existing authorization to work in the U.S. without the need for sponsorship now or in the future.

Skills

Technical customer support
Zendesk
Slack
Excel
Outlook
Phone etiquette
Written communication
Listening skills
Autonomy
Collaboration
English communication

Location

Remote
Austin, Texas
United States

Work Type

Remote
Full-time

Experience Level

1-2 years

Salary/Compensations

Competitive base salary + Company-wide bonus program

Benefits

Generous and flexible time off and parental leave policies
Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!
401K with generous company match
Amazing rewards and incentives
Commitment to community service with opportunities to give back
Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails
Ongoing career development opportunities through our Learning & Development team

About the Company

AlertMedia helps organizations protect their people and businesses through all phases of an emergency.
Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently.
AlertMedia supports essential communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 countries.

Equal Opportunity

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work.
Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.