Customer Support Specialist Shift Wed-Sun, 3pm-11pm CST Remote
AlertMediaAustin, Texas
Full Time
Posted December 17, 2025
Not Specified
Remote
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Application opens on company website
Job Description
A Customer Support Specialist at AlertMedia provides technical support and exceptional customer service through phone, email, and chat, helping clients resolve product issues and inquiries to ensure a positive experience and reinforce trust in the company's emergency communication solutions.
Key Responsibilities
- Engage with customers via phone, email, and live chat to provide technical support and assistance.
- Assess and respond to inbound tickets and live chats regarding product issues and account questions.
- Resolve customer issues promptly with professionalism and empathy.
- Manage customer support tickets within the case queue.
- Escalate complex cases to appropriate team members.
- Collaborate with team members to share knowledge and improve support quality.
- Stay updated on product knowledge through ongoing training and development.
Requirements
- Ideally, have 1-2 years of experience in a technical customer support role in software.
- Familiarity with Zendesk, Slack, Excel, Outlook, or similar tools.
- Possess tons of energy, humor, compassion, and enthusiasm.
- Have a passion for continual learning with a desire and willingness to be coached.
- Ability and desire to work in a fast-paced challenging environment.
- Exceptional phone etiquette and written communication skills.
- Strong listening skills.
- Outstanding English communication skills.
- Support customers by assessing inbound tickets and live chats regarding technical product issues and general account questions in a prompt manner.
- Manage customer tickets within the case queue.
- Escalate advanced customer cases to the appropriate team members.
- Collaborate with team members, sharing experiences and knowledge.
- Position requires working Wednesday through Sunday, 3pm-11pm CST.
- This position is fully remote and open to candidates in Austin, Texas or other cities in the United States.
- This position does not include visa sponsorship.
Benefits & Perks
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
Access to brand new downtown office with high-tech amenities
Ongoing career development opportunities
Ready to Apply?
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