[All remote jobs](https://jobicy.com/jobs.md)Open role[![AlertMedia logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/03/38d8b6a506d39ead683086c25f6ac132.jpeg)](https://jobicy.com/company/alertmedia.md)Remote opportunity at[AlertMedia](https://jobicy.com/company/alertmedia.md) # Customer Support Specialist (Mon-Fri 3pm-11pm CST) Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/alertmedia.md)Share12 Aug 2026Published48Listing views2Application actions12 Sep 2026Apply before Opportunity details ## About this role. AI SummaryAlertMedia is seeking a Customer Support Specialist to provide technical support via phone, email, and live chat in a fully remote environment. The role operates Monday-Friday 3pm-11pm CST and requires 1-2 years of technical customer support experience. You will manage inbound tickets, resolve customer issues, escalate advanced cases, and collaborate with the team to ensure a world-class support experience. The ideal candidate is energetic, empathetic, and thrives in a fast-paced setting. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 3/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis role requires solid technical customer support experience and the ability to handle multiple communication channels, but it is not highly complex and does not require deep technical expertise, making it medium difficulty. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianMarket rate$52,000US market range$40k–$65k0$72k AI insightSince salary data was not provided, the median salary is estimated at $52,000 based on US market averages for customer support specialists in the software industry. This role typically offers competitive compensation and benefits, and the fully remote nature adds flexibility. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Support](https://jobicy.com/jobs?search_keywords=Customer%20Support.md)[Technical Troubleshooting](https://jobicy.com/jobs?search_keywords=Technical%20Troubleshooting.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Communication](https://jobicy.com/jobs?search_keywords=Communication.md)[Remote Support](https://jobicy.com/jobs?search_keywords=Remote%20Support.md)[Live Chat](https://jobicy.com/jobs?search_keywords=Live%20Chat.md)[Empathy](https://jobicy.com/jobs?search_keywords=Empathy.md)[Ticketing Systems](https://jobicy.com/jobs?search_keywords=Ticketing%20Systems.md)[Team Collaboration](https://jobicy.com/jobs?search_keywords=Team%20Collaboration.md) Cover letter sampleDear Hiring Team, I am excited to apply for the Customer Support Specialist position at AlertMedia. I have 2 years of experience in technical support within a SaaS environment, where I developed strong skills in troubleshooting, ticketing systems, and customer communication. I am drawn to AlertMedia's mission of keeping people safe and informed, and I thrive in fast-paced, customer-centric settings. With my ability to remain empathetic and solution-oriented, I am confident I can contribute to your world-class support team. Thank you for considering my application. Copy Sample interview questionsHow would you handle a frustrated customer who cannot resolve a technical issue?I would remain calm and empathetic, actively listen to their concern, and reassure them that I'm here to help. Then I would ask clarifying questions, troubleshoot step-by-step, and if needed, escalate while keeping the customer informed. Describe your experience with using Zendesk or similar ticketing systems. I have used Zendesk for tracking and managing support tickets, prioritizing issues, and ensuring timely responses. It helps me organize workload and maintain clear communication with customers. How do you manage your time when handling multiple incoming chats and emails simultaneously? I prioritize tasks based on urgency and impact, use ticketing systems to track status, and keep responses concise yet thorough. I also communicate with the team if workload becomes overwhelming. Can you give an example of a time you went above and beyond for a customer? Once, a customer had a recurring issue that was not in our standard scripts. I took the time to research the issue, work with our engineering team, and follow up with the customer to ensure it was completely resolved, which earned a thank-you note from them. The shift is Monday-Friday 3pm-11pm CST. Are you comfortable with this schedule? Yes, I am fully available and prefer a fixed schedule. I am a night owl and can adapt my routine to be alert and productive during those hours. 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 (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. Please note that we currently do not hire candidates residing in the following states: Alaska, California, Hawaii, Louisiana, Mississippi, Montana, New Hampshire, North Dakota, Oregon, Pennsylvania, Rhode Island, Vermont, Washington, West Virginia, and Wyoming 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: About AlertMedia: We are the leading risk intelligence and response platform — trusted by the largest companies in the world to protect their people and assets when it matters most. We are a high-growth, PE-backed SaaS company with more than 4,000 clients scaling rapidly across the globe. Our technology is unmatched with a unified platform, a 7+year history of AI innovation, a customer NPS of 70+, and a culture that sets us even further apart from our competition. 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](http://www.alertmedia.com/). Come join us in our mission to save lives and minimize loss through effective communication. 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/](https://www.alertmedia.com/legal/privacy-policy/) Show more [Apply now >](https://jobicy.com/jobs/150555-customer-support-specialist-mon-fri-3pm-11pm-cst.md) > Annual salary information is not provided for this position. 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