Do work that matters.
At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.
Our core values drive us in our important mission of keeping people safe:
- 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
Who you are:
You'd be 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 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 every day:
- Support AlertMedia customers by assessing inbound tickets and live chats inquiring about 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 customer support role in software is preferable
- 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 communication skills
- This position is not eligible for visa sponsorship
- Bilingual English/Spanish is a must
- This is a hybrid role 2 days at the office, you must be able to work these shift hours: Monday – Friday 3:00 pm to 10:30 pm
Why you’ll love working at AlertMedia:
- Competitive Base Salary
- Annual Company Bonus
- 100% Employer-Paid Medical, Dental, and Vision Coverage
- Parental Leave Program
- Christmas Bonus (Aguinaldo)
- Generous Vacation and Holiday Policy
- Monthly Work-from-Home Stipend
- All Necessary Equipment Provided: Laptop, monitor and accessories
- Recognition & Rewards: We celebrate wins big and small
- Language Immersion Program with employees spread out across the globe (English, Spanish, etc...depending on your interest)
- Continuous Learning & Growth: From mentorship and tech talks to personalized 1:1 career development sessions, we’re deeply committed to investing in your professional journey
- Award Winning Culture: We’re passionate about the meaningful work we do—and even more grateful for the incredible people we get to do it with!
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 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.
#LI-Hybrid
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/
What the Team is Saying
AlertMedia Compensation & Benefits Highlights
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Healthcare Strength — Core medical, dental, vision, disability, and life insurance premiums are fully employer‑paid for employees, with subsidized options for dependents. Feedback suggests this comprehensive coverage is a central strength of the package.
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Parental & Family Support — Fully paid parental and bonding leave for birthing and non‑birthing caregivers is complemented by family‑forming support via Carrot. Feedback suggests these policies materially support a range of family paths.
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Leave & Time Off Breadth — A flexible time‑off policy is paired with a paid six‑week sabbatical after six years of service. Feedback suggests this mix supports rest and longer‑term renewal.
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What We Do
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. Our team of in-house intelligence analysts and meteorologists work around the clock to monitor thousands of data sources around the world, providing our customers and employees with verified, credible information to protect them from impending threats. AlertMedia has been recognized both nationally and locally for its exceptional company culture, most recently being named to Inc. Magazine’s Best Workplaces list for 2023. We were also named to Forbes’ list of America’s Best Startup Employers for two consecutive years, Austin Business Journal’s Best Places to Work for nine consecutive years, and Built In Austin’s 100 Best Places to Work in Austin. Located in the heart of downtown Austin in the "smartest building in the city", AlertMedia inspires and invests in our employees through continuous developmental experiences, including Career Month, community volunteering, mentorship programs, Employee Resource Groups, and weekly "Tuesday Lunches" where the company comes together to learn about and discuss any business updates. AlertMedia also facilitates a robust internship program, working with universities (including HBCUs), non-profit organizations like Hiring Our Heroes, and similar partners to invest in the future of our diverse workforce.
Why Work With Us
AlertMedia employees have a strong connection to our mission and product. An anonymous employee survey recently revealed 99% of our people feel the work they do is important and making a direct impact, 94% feel our diverse, grow-from-within culture is collaborative and supportive, and 92% are taking advantage of our career development opportunities
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AlertMedia Teams
AlertMedia Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our hybrid policy provides flexibility so employees can work and collaborate from home or in our Austin offices, either full- or part-time. We ask employees in Austin to join us on Tuesday for company-sponsored lunch to connect and learn together.
