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

AlertMedia • Austin, TX

16h • Remote

About The Position

At AlertMedia, we help organizations protect their people, operations, and brand. Our modern Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence. We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform.
Our core values drive us in our important mission of keeping people safe & informed:
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
As a Customer Support Specialist (Monday - Friday 3:00pm-11:00pm CST) Remote, you’ll be the voice of our brand— engaging directly with customers via phone, email, and live chat to deliver outstanding technical support and service. You'll manage a variety of front-facing interactions, ensuring every conversation reflects our commitment to excellence and care. You’ll play a pivotal role in shaping the customer experience by providing fast, friendly, and solution-oriented support. Whether you’re resolving a question or guiding someone through a challenge, your professionalism and empathy will leave a lasting impression and reinforce the trust our customers place in us every day.

Requirements

• 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
• Existing authorization to work in the U.S. without the need for sponsorship now or in the future

Nice To Haves

• You're excited to buy into our "customer love" mentality and are motivated by going above and beyond for the customers you serve.
• 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.
• With the help of our Learning & Development Manager, you will stay updated on product knowledge.

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.
• 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.

Benefits

• 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 generous 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 10 years in a row and numerous other awards
• Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails
• Ongoing career development opportunities through our Learning & Development team

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed