[Remote] Customer Support Specialist (Shift Wed-Sun, 3pm-11pm CST) Remote
Note: The job is a remote job and is open to candidates in USA. AlertMedia is dedicated to saving lives and minimizing loss through effective communication during emergencies. As a Customer Support Specialist, you will engage directly with customers to provide outstanding technical support and ensure a positive customer experience through various communication channels.
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
- With the help of our Learning & Development Manager, you will 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
Skills
- 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
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 a generous company match
- Amazing rewards and incentives – we love celebrating each other!
- Commitment to community service with opportunities to give back
- Ongoing career development opportunities with our Learning and Development team
Company Overview