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

About the role

Do work that matters. 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.

Responsibilities

• Engage directly with customers via phone, email, and live chat to deliver outstanding technical support and service.
• Manage a variety of front-facing interactions, ensuring every conversation reflects our commitment to excellence and care.
• Provide fast, friendly, and solution-oriented support, whether resolving a question or guiding someone through a challenge.
• Shaping the customer experience by playing a pivotal role in ensuring every interaction leaves a lasting positive impression.
• Escalate advanced customer cases to the appropriate team members.
• Collaborate with fellow team members, sharing experiences and knowledge.

Requirements

• 1-2 years of experience in technical customer support.
• Familiarity with Zendesk, Slack, Excel, Outlook, or similar tools.
• 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.

Qualifications

• Passionate about our "customer love" mentality.
• Motivated by going above and beyond for the customers you serve.
• A team player with a roll-up-your-sleeves mentality when it comes to AlertMedia customers needing support.
• Willingness to stay updated on product knowledge through the Learning & Development Manager.
• Experience managing customer tickets within our case queue.
• Ability to provide a world-class support experience to our customers.

Skills

• Technical customer support experience.
• Customer service skills.
• Communication skills.
• Problem-solving skills.
• Teamwork and collaboration.

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.
• Awesome rewards and incentives – we love celebrating each other!
• Commitment to community service with opportunities to give back.
• 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.

Pay

Competitive base salary + Company-wide bonus program.

Schedule

Shift available – Monday - Friday 3:00pm-11:00pm CST.

Location

Position is fully remote and open to candidates in Austin, Texas or other cities in the United States.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.