Customer Support Specialist - MXC (Monday – Friday 3:00 pm to 10:30 pm CDT)

AlertMedia; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Join AlertMedia's mission to save lives through effective communication in a customer support role. You'll engage with customers, provide solutions, and foster collaborative relationships, all while being part of an innovative team dedicated to safety. If you have a knack for resolving issues and thrive in fast-paced environments, this opportunity is for you!

Servicios

100% Employer-Paid Medical, Dental, and Vision Coverage

Annual Company Bonus

Generous Vacation and Holiday Policy

Recognition & Rewards

Continuous Learning & Growth Programs

Formación

• 1-2 years in a customer support role in software preferred.
• Must be bilingual in English and Spanish.
• Ability to work in a fast-paced environment.

Responsabilidades

• Support customers by assessing inbound tickets and live chats.
• Communicate professionally and empathetically to resolve customer issues.
• Manage customer tickets within case queue and escalate when necessary.

Conocimientos

Excellent communication skills

Empathy

Team collaboration

Problem-solving

Listening skills

Educación

1-2 years in customer support

Bilingual English/Spanish

Herramientas

Zendesk

Slack

Excel

Outlook

Descripción del empleo

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
• 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.

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/