About this role.
AlertMedia is seeking a remote Customer Support Specialist to provide exceptional technical support via phone, email, and live chat during the evening shift (3pm-11pm CST). The role involves troubleshooting software issues, managing customer tickets, and escalating cases, with a focus on customer satisfaction. Ideal candidates have 1-2 years of technical support experience and are comfortable working in a fast-paced environment. The position offers training, a collaborative team culture, and a competitive benefits package. This is a fully remote role open to candidates in the U.S. without visa sponsorship.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Manager,
I am writing to express my enthusiasm for the Customer Support Specialist position at AlertMedia. With 1-2 years of technical support experience and a passion for helping customers, I am confident in my ability to deliver the fast, friendly, and solution-oriented support your team values. I thrive in fast-paced environments and am comfortable managing multiple channels like phone, email, and live chat. I would love the opportunity to contribute to your mission of keeping people safe and informed.
Sincerely, [Your Name]
Sample interview questions
I would stay calm, listen actively to understand their frustration, and empathize with their situation. Then I would work through the issue step-by-step, keeping the customer informed throughout the process. If the issue is beyond my scope, I would escalate it to the appropriate team while ensuring the customer feels supported.
I have used Zendesk to manage customer tickets, prioritize urgent issues, and maintain clear communication with customers. I am comfortable with workflows, SLAs, and using tags to categorize tickets for efficient resolution. I can quickly adapt to new tools and processes.
I assess the urgency and impact of each request, addressing critical issues first while acknowledging other customers and setting expectations. I use a triage approach and keep my queue organized to ensure nothing falls through the cracks. If needed, I communicate with my team to redistribute workload.
I am passionate about helping organizations protect their people and operations, and AlertMedia's mission resonates deeply with me. I also appreciate the company's values of empathy, teamwork, and putting customers first. I believe my skills and dedication align well with the role and the company culture.
I am naturally productive in the evenings, which makes the shift a good fit for me. I maintain a consistent daily schedule, set clear boundaries between work and personal time, and make time for rest and relaxation after my shift. This approach keeps me energized and focused throughout the week.
Do work that matters.
At AlertMedia, 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.
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 technical 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.
What you get to do every day:
- 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.
What you bring to the role:
- 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
- This position is not eligible for visa sponsorship
- Shift available – Monday – Friday 3:00pm-11:00pm CST
Location: Position is fully remote and open to candidates in Austin, Texas or other cities in the United States
Sponsorship: This position is not eligible for visa sponsorship. Candidates must have existing authorization to work in the U.S. without the need for sponsorship now or in the future
Why you’ll love working at AlertMedia:
At AlertMedia, you won’t just build your career — you’ll be part of something meaningful, surrounded by people who genuinely care about the work and each other.
- 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 generous company match
- Amazing rewards and incentives – we love celebrating each other!
- Commitment to community service with opportunities to give back
- A Best Places to Work company 10 years in a row and numerous other awards
- Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails
- Ongoing career development opportunities through our Learning & Development team
- You’ll do meaningful work—while growing your career in a fast-moving, global company with an award-winning
About AlertMedia:
AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 countries.
We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We’d love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com
Come join us in our mission to save lives and minimize loss through effective communication.
AlertMedia does not currently sponsor applicants for work visas.
By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
