Customer Support Specialist (Shift Wed-Sun, 3pm-11pm CST) Remote

AlertMedia • Austin, TX

3d • Remote

About The Position

As a Customer Support Specialist (Shift Wed-Sun, 3pm-11pm 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
• This position is not eligible for visa sponsorship
• Shift available – Wed-Sun, 3pm-11pm CST
• Position is fully remote and open to candidates in Austin, Texas or other cities in the United States

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.

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 a 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 9 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
• Ongoing career development opportunities with our Learning and Development team

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees