Customer Support Specialist, AlertMedia
Shift Mon-Fri, 9:00am-5:00pm GMT, NEU
More information about location
Emergency communication provider
Be an early applicant
Emergency communication provider
201-500 employees
Be an early applicant
More information about location
201-500 employees
Company mission
To save lives and minimize loss by facilitating timely, accurate, and relevant communications when an emergency situation threatens personal safety and business continuity.
Role
Who you are
- You're excited to buy into our "customer love" mentality and are motivated by going above and beyond for the customers you serve
- Ideally, you have 1-2 years of experience in customer support
- 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
- 1-2 years of experience in a customer support role in software is preferable
- 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 – Monday through Friday, 9:00 a.m. through 5:00 p.m. GMT (NEU)
What the job involves
- As a Customer Support Specialist (Shift Monday through Friday, 9:00 a.m. through 5:00 p.m. GMT) NEU, you’ll be the voice of our brand— engaging directly with customers via phone, email, and live chat to deliver outstanding 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
- Support AlertMedia customers by assessing inbound tickets and live chats inquiring about 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
Our take
Over the years, organizations have gradually increased their focus on employee safety and emergency preparedness, but the growing number of climate change-related incidents such as floods, wildfires and heatwaves have made this an urgent necessity. AlertMedia’s software enables businesses to quickly identify risks to their people or locations and communicate instantly with those impacted, ultimately minimizing response times during emergencies.
AlertMedia is the world’s leading provider of its kind due to its innovative two-way multichannel messaging system and threat intelligence, and has been experienced double digit annual revenue growth since its founding. The company supports thousands of organizations around the world including popular brands such as Walmart, JetBlue, Coca-Cola Bottling, DHL, and Volvo.
In 2021, AlertMedia signed an agreement to receive strategic growth investment from Vista Equity Partners, bringing in investment that will go towards accelerating its product roadmap and continuing expansion into new markets. This will ensure enterprises of all sizes are being protected during critical events.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2020
$15m
SERIES C
Jan 2019
$25m
GROWTH EQUITY VC
Total funding: $57.1m
Company benefits
- 100& Paid Healthcare: Take advantage of fully paid medical, dental, vision, disability, and life insurance for employees and subsidized for dependents.
- Bonus: Participate in the company-wide annual bonus based on their collective success.
- Family Planning: Leverage their 100% paid parental and new child bonding leave—12 weeks off for primary caregivers and 4 weeks off for secondary caregivers
- Paid Sabbatical: Pursue your interests with six weeks of paid sabbatical leave after six years of service.
- Tuesday Lunch: Get together for transparent company updates from leadership while enjoying a meal on AlertMedia
- PTO: Unplug, rest, and recharge with a flexible time off policy that encourages work-life balance without worrying about counting days!
- Give Back: Join your coworkers in giving back to the Austin community through quarterly volunteer opportunities
- Team Building and Celebrations: Take part in company celebrations, team buildings, and peer-nominated value award recognition
Company HQ
Bouldin Creek, Austin, TX
Leadership
Brian Cruver
(Executive Chairman)Formerly was CEO for AlertMedia. Before that, co-founded and was CEO of both Xenex and Giveline. Experience in Business Development for Shell USA and Enron. Author of "Anatomy of Greed" published by Perseus Books.
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