Customer Support Specialist Shift Wed-Sun, 9 00pm-5 00am GMT NEU
AlertMediaDublin, Dublin County
Full Time
Posted November 18, 2025
Not Specified
Remote
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Application opens on company website
Job Description
A Customer Support Specialist at AlertMedia engages directly with customers via phone, email, and chat to provide exceptional support, resolve product and account issues, and ensure a positive customer experience, all while embodying the company's mission to save lives and minimize loss through effective emergency communication.
Key Responsibilities
- Engage with customers via phone, email, and live chat to provide support and resolve product or account issues.
- Assess inbound tickets and live chats to identify customer needs and troubleshoot problems promptly.
- Manage customer support tickets within the case queue, ensuring timely resolution.
- Escalate complex or advanced customer 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 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 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 fellow team members, sharing experiences and knowledge.
Benefits & Perks
Competitive Base Salary
Amazing rewards and incentives
Ongoing career development opportunities through Learning Development team
Fully remote position
Work schedule: Wed-Sun, 9:00pm-5:00am GMT
Work environment perks: Collaborative and inclusive workplace
Recognition as a Best Places to Work company for 9 years in a row
Opportunities to give back through community service
Ready to Apply?
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