at AlertMedia (View all jobs)
Remote, United States or Austin, TX HQ
Do work that matters.
At AlertMedia, everything we do supports our mission: to save lives and minimize loss by facilitating timely communications when an emergency threatens personal safety and business continuity.
Our values which reflect our view on what’s important and what’s right include: We’re humans not robots, Customers always come first, We work better together, Simplicity is our strength, Our reputation is priceless, Hard work pays off.
The Role:
A Customer Support Specialist (Shift Sat-Wed 7 am-3 pm) is responsible for promptly handling an array of front-facing duties. Some of these tasks including interacting with customers over the phone, via email and live chat. Throughout all these interactions, the Customer Support Specialist must maintain a high level of professionalism, as a representative of AlertMedia.
Who you are:
You’d be excited to buy into our “customer love” mentality and are motivated by going above and beyond for the customers you serve. Ideally, you have 1-2 years of experience in customer support. You are a team player, have a roll-up-your-sleeves mentality when it comes to AlertMedia customers needing support. You are motivated by cheerfully, promptly and professionally helping resolve customer issues whether it be by email, phone call or customer chat. You value a “we’re all in this together” mentality with your team and enjoy on-going training and increasing your product knowledge.
What you get to do every day:
Support AlertMedia customers by assessing inbound tickets and live chats inquiring about product issues and general account questions in a prompt manner.
Communicate with professionalism and empathy as you work to resolve customer issues.
With the help of our Learning & Development Manager, stay updated on product knowledge.
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.
Shift available: Saturday – Wednesday (7am-3pm CST)
What you bring to the role:
1-2 years of experience in a customer support role in software is preferable
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 communication skills
This position is not eligible for visa sponsorship
Why you’ll love working at AlertMedia:
Competitive base salary + Company-wide bonus program
Generous and flexible time off and parental leave policies
Health benefits – Medical, Dental, Vision and Life Insurance are 100% paid for employees!
Amazing rewards and incentives – we love celebrating each other!
Commitment to community service with opportunities to give back
A Best Places to Work company 6 years in a row and numerous other awards