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Everbridge

Posted 29 days ago

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Global Assist Specialist

HungaryRemoteFull-time

AI Summary

Manages initial incident reports, coordinates resource dispatch, and handles emergencies for a global assistance team supporting expatriate and business-traveling employees, working a rotating schedule of day and night shifts with a 15% night shift allowance.

About this role

Everbridge, a global provider of critical communications and enterprise safety solutions, is seeking a Global Assist Specialist to join our team in Hungary. This remote, home-based position can be located anywhere in Hungary.
We are a technology-driven company specializing in business resilience and critical event management solutions. Among our services, we provide 24/7/365 global assistance to the expatriate and business-traveling employees of our clients.
As a Global Assist Specialist , you will report to the Lead Global Assist Specialist and play a vital role in managing initial incident reports, coordinating resource dispatch, handling emergencies, and ensuring effective communication.
This role involves approximately 14 shifts over a 4-week period, divided into 7 day shifts and 7 night shifts. Day shifts run from 6:00 AM to 6:00 PM, while night shifts are from 6:00 PM to 6:00 AM. To recognize your commitment during night shifts, we offer a night shift allowance (15% per hour).

What you'll do:

  • Provide initial response and assistance to client situations worldwide
  • Collaborate with client stakeholders and manage case lifecycle
  • Record incident/case details in our Case Management System
  • Understand client emergency procedures
  • Coordinate medical treatment and security with clinical team and partners
  • Collaborate with internal partners on Mass Communications Platforms
  • Use case management system and Microsoft Office for data administration
  • Contribute to process and procedure development in line with client requirements
  • Attend regular team meetings and ensure effective handover/feedback
  • Escalate issues, risks, and ideas when necessary
  • Provide support to Intelligence team and other duties as requested

    • What you'll bring:

  • Experience in emergency response, customer service, or call center environment
  • Good communication, interpersonal, and administrative skills, including fluency in English (verbal and written)
  • Ability to work under pressure and manage multiple tasks simultaneously
  • Problem-solving and critical thinking abilities
  • Empathy, professionalism, and calmness in stressful situations
  • Flexibility to adapt to changing needs and priorities
  • Self-motivation and proactive approach to work
  • Proficiency in MS Office and willingness to learn new systems
  • Excellent customer service skills
  • Availability to work flexible hours including days, nights, weekends, and holidays.

    • Skills

    Call Center OperationsCase Management SystemCustomer ServiceData AdministrationEmergency ResponseMass Communications PlatformsMicrosoft OfficeProcess Development

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