Frontline Wildfire Defense — Customer Support & Monitoring Specialist – Emergency Response
Location: Remote
Pay: Salary Range: $29.00 – $36.00 per hour, based on experience (non-exempt; overtime eligible).
Schedule: not listed
Employment arrangement: Not stated
Phone requirements:
Phone required
Location restrictions:
Needs review
Requirements
Background Check Requirement:
– As part of our hiring process, Frontline Wildfire Defense conducts comprehensive background checks for all new hires.
– These checks typically cover the past 7–10 years and may include employment and education verification.
– For roles that require work in the field, driving record verification is also required.
– Employment offers are contingent upon the successful completion of these background checks.
Must-Have:
– 2+ years in a high-pressure, customer-facing role such as emergency dispatch, alarm or central station monitoring, a network operations center, crisis support, or technical support for connected devices.
– A calm, steady presence under pressure, with proven ability to de-escalate distressed callers and communicate clearly and with empathy.
– Comfort troubleshooting connected technology over the phone (apps, Wi-Fi, cellular devices, controllers) and explaining it in plain language.
– Sound judgment and the ability to prioritize quickly when several urgent situations happen at once.
– Strong documentation habits and experience with ticketing or CRM systems.
– Availability to work rotating shifts, including overnights, weekends, and holidays, and to take on extra shifts or on-call time during active fire events.
– A quiet, private home workspace with reliable high-speed internet and a backup connectivity plan.
– Proficiency in Google Workspace (Gmail, Sheets, Docs, Drive) and Slack.
– High school diploma or equivalent.
Other requirement statements in the listing:
– This role supports Frontline customers in every market we serve and requires availability for rotating shifts, including overnights, weekends, and holidays.
– Candidates located in PST/MST time zones are preferred.
– This is a remote, hourly role with rotating shifts.
– Log system activity and performance during fire events, including activation, runtime, water source changes, and faults, and escalate failures to on-call engineering and field service without delay.