Note: The job is a remote job and is open to candidates in USA. AlertMedia is dedicated to saving lives and minimizing loss through effective communication during emergencies. As a Customer Support Specialist, you will engage directly with customers to provide outstanding technical support and ensure a positive customer experience through various communication channels.
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
Skills
- 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
Benefits
- 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
- Ongoing career development opportunities with our Learning and Development team
Company Overview
AlertMedia's helps organizations mitigate risks and respond faster during emergencies and critical events. It was founded in 2013, and is headquartered in Austin, Texas, USA, with a workforce of 201-500 employees. Its website is https://www.alertmedia.com.
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