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

Do work that matters. At Alert Media, 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. Our core values drive us in our important mission of keeping people safe informed:

• We’re humans not robots
• Customers always come first
• We work better together
• Simplicity is our strength
• Our reputation is priceless
• Hard work pays off

As a Customer Support Specialist (Shift Monday - Friday 3:00pm-11:00pm CST) Remote, you’ll be the voice of our brand— engaging directly with customers via phone, email, and live chat to deliver outstanding technical 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.

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 technical customer support. You are a team player, have a roll-up-your-sleeves mentality when it comes to Alert Media 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.

• Support Alert Media 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.

• 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 phon