Customer Support Specialist
New
A
AlertMediaSaaS, Risk Intelligence
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, Monday - Friday, 3:00pm-11:00pm CSTFull-TimeMiddle
SalaryCompetitive base salary +Company-wide bonus program
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Job Details
- Languages
- English
- Experience
- 1-2 years
- Required Skills
- Microsoft ExcelCustomer serviceSlackZendeskTechnical support
Requirements
- 1-2 years of experience in a technical customer support role in software.
- Familiarity with Zendesk, Slack, Excel, Outlook, or similar tools.
- Tons of energy, humor, compassion, and enthusiasm.
- 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.
- Strong written communication skills.
- Strong listening skills.
- Ability to thrive with both autonomy and collaboration.
- Outstanding English communication skills.
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.
- Stay updated on product knowledge with the help of the Learning & Development Manager.
- Manage customer tickets within the case queue.
- Go the extra mile in interacting with customers to ensure a world-class support experience.
- Escalate advanced customer cases to the appropriate team members.
- Collaborate with fellow team members by sharing experiences and knowledge.
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