Customer Support Specialist - MXC (Mon-Fri 2:30pm to 10:30pm CST)

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
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 a week at the office, you must be able to work these shift hours: Mon-Fri 2:30pm to 10:30pm CST
Location: This is a hybrid position (2 days a week) in our downtown Mexico City (Reforma area) offices.
Sponsorship: AlertMedia does not sponsor. Must have the legal right to work in Mexico without sponsorship now and in the future.
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 & Gr