Customer Support Specialist (Mon-Fri, 3pm-11pm CST) Remote

Do work that matters. 

At AlertMedia, everything we do supports our mission:  To save lives and minimize loss by identifying active threats globally and 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.  

AlertMedia is seeking a Customer Support Specialist (Mon-Fri, 3pm-11pm CST) Remote who will be 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. You are ambitious and see this role as an incredible opportunity to learn and grow at AlertMedia.

What you get to do everyday:

• Support AlertMedia customers by assessing inbound customer calls, 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.
• Take a generous approach with your team, offering to cover extra shifts or swapping shifts to ensure coverage.
• Escalate advanced customer cases to the appropriate team members.
• Collaborate and overcommunicate with fellow team members, sharing your experiences and knowledge.

What you bring to the role:

• 2+ years' experience in a customer support role is preferable.
• B.A. or B.S. degree preferred
• Proficiency and comfort communicating with customers via phone.
• 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
• Strong listening skills
• Thrives with both autonomy and collaboration
• Outstanding communication skills
• This position is not eligible for visa sponsorship
• Must be available to work your shift as stated above
• This is a salaried, non-exempt position (guaranteed base but OT eligible)

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! 
• 401K with company match
• 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 
• Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails
• Continuous learning and career development opportunities facilitated by our Learning & Development team 

About AlertMedia: 

AlertMedia is leading the evolution of employee safety for a modern workforce. We offer the most intuitive emergency communication software on the market with fully integrated threat warnings and employee safety monitoring. We believe any organizatio