Customer Support Specialist (Shift Monday - Friday 3:00pm-11:00pm CST)

Imagine a role where every interaction you have directly contributes to safeguarding people and operations across the globe. At AlertMedia, we make that a reality. Our Customer Support Specialists are the compassionate and knowledgeable voices of our brand, providing vital assistance that helps organizations respond confidently during critical moments. If you thrive on connecting with others, solving problems with a friendly approach, and making a tangible difference, then this fully remote, worldwide opportunity might be your next great adventure. Join our team and do work that truly matters.

Overview

AlertMedia is at the forefront of Risk Intelligence and Response, offering a cutting-edge platform that empowers businesses to quickly detect emerging threats, assess their potential impact, and coordinate effective responses. Building resilience should be straightforward, and we achieve this by unifying critical information and workflows into one powerful solution. Our mission to keep people safe and informed is deeply woven into our core values:

We're humans not robots: Authentic connections matter.
Customers always come first: Their success is our priority.
We work better together: Collaboration fuels our best work.
Simplicity is our strength: Clear solutions make a difference.
Our reputation is priceless: Trust is earned and maintained.
Hard work pays off: Dedication yields results.

As a Customer Support Specialist working the Monday through Friday 3:00 PM to 11:00 PM CST shift, you will embody these values daily. You will be instrumental in shaping our customer experience, delivering fast, friendly, and solution-oriented support through phone, email, and live chat. This is a crucial front-facing role where you will manage diverse interactions, ensuring every conversation reflects our commitment to excellence and care.

Key Responsibilities

Engage directly with customers across various channels, including phone, email, and live chat, to provide exceptional technical support and service.
Diagnose and troubleshoot customer issues efficiently, offering clear, concise, and helpful solutions for our platform.
Document all customer interactions and technical resolutions accurately within our CRM system.
Educate customers on product features and functionalities, helping them maximize their use of the AlertMedia platform.
Collaborate closely with internal teams, including product and engineering, to escalate complex issues and provide valuable customer feedback.
Contribute to a positive and supportive team environment, sharing knowledge and best practices.
Continuously learn and stay updated on product changes and industry best practices to deliver informed support.

Requirements

Proven experience in a customer-facing support role, ideally within a software or technology environment.
Exceptional verbal and written communication skills, with a talent for explaining technical concepts clearly and patiently.
Strong problem-solving abilities and a genuine desire to help others.
Proficiency in using CRM software and ticketing systems.
Comfortable working independently in a remote setting while maintaining high levels of productivity and collaboration.
Ability to adapt to new technologies and learn complex systems quickly.
A reliable internet connection and a dedicated, quiet workspace are essential for this remote position.
Must be available to work the specified shift: Monday - Friday 3:00 PM - 11:00 PM CST.

What You'll Gain

The opportunity to work with a dynamic team dedicated to a powerful, life-saving mission.
A chance to hone your technical support and customer service skills in a fast-paced, innovative environment.
Be part of a company that genuinely values its employees and customers, guided by strong core principles.
The flexibility and convenience of a fully remote work model, allowing you to contribute from anywhere in the world.
Continuous professional development and opportunities for growth within the company.
The satisfaction of knowing your work helps organizations protect their most valuable assets: their people.