Customer Support Specialist – Emergency Response

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee ongoing wildfire incidents and monitor Frontline fire-tracking notifications.

• Recognize customers within the alert radius and prioritize outreach based on the fire's proximity, behavior, and evacuation status.

• Proactively engage with customers in the path of a fire and assist them with activation or override decisions.

• Confirm controller connectivity, backup battery status, water pressure, and secondary water sources.

• Offer reassurance and guidance to evacuating or distressed customers, emphasizing personal safety and official evacuation directives.

• Track incidents utilizing CAL FIRE, InciWeb, National Weather Service Red Flag Warnings, and local evacuation maps.

• Document system activity and performance during fire events, escalating any failures to engineering and field service teams.

• Handle inbound communications via calls, texts, emails, and app messages at all hours.

• Troubleshoot issues related to the Frontline app, controller, alerts, and connectivity via Wi-Fi, cellular, and satellite.

• Adhere to escalation protocols and manage issues until resolution.

• Generate service tickets and dispatch requests as needed.

• Keep thorough records of interactions, decisions, and follow-ups.

• Conduct follow-ups post-fire events to verify system status and arrange for refills, inspections, or repairs.

• Document system performance and property outcomes for product enhancements and performance assessments.

• Lead readiness assessments before fire season and during Red Flag Warnings.

• Assist in developing response playbooks, call scripts, escalation procedures, and knowledge bases.

• Identify recurring issues and customer challenges, sharing insights with Product, Engineering, and Field Services teams.

• Execute additional related tasks as assigned.

⛳️ Requirements

• A minimum of 2 years in a high-pressure, customer-facing position such as emergency dispatch, alarm or central station monitoring, network operations center, crisis support, or technical support for connected devices.

• Ability to maintain composure under pressure, de-escalate anxious callers, and communicate effectively and empathetically.

• Comfort in troubleshooting connected technology over the phone, including apps, Wi-Fi, cellular devices, and controllers.

• Sound judgment and the capacity to prioritize quickly amid multiple urgent scenarios.

• Strong documentation skills and experience with ticketing or CRM systems.

• Availability for rotating shifts, including overnight, weekend, and holiday work, as well as extra shifts or on-call duty during active fire events.

• A quiet, private home workspace equipped with reliable high-speed internet and a backup connectivity solution.

• Proficiency in Google Workspace and Slack.

• High school diploma or equivalent.

• Must be based in the U.S.

• Successful completion of comprehensive background checks is required.

🏝️ Benefits

• Company-provided cell phone and laptop.

• Medical, Dental, and Vision Insurance.

• 401(k) retirement plan.

• Flexible time off policy.

• 14 paid holidays, including your birthday.

• Work-from-home stipend to facilitate your remote setup.

• Remote-first work environment.

• Company-supplied equipment.

• Eligibility for overtime pay.