Global Assist Specialist

Everbridge, a global provider of critical communications and enterprise safety solutions, is seeking a Global Assist Specialist to join our team. This remote, home-based position can be located anywhere in the New Zealand.

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.

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.

What you'll do:

• Provide first class initial response and assistance to client situations across the globe following dedicated standard operational procedures.
• Effectively collaborate with client stakeholders and manage all aspects of the case lifecycle, including case notification, verification, authorisation, task reassignment/case handover and case closure.
• Accurately record data and relevant details of the incident/case within Everbridge’s dedicated Case Management System.
• React appropriately to client situations, using tact and empathy, handling crisis or grief, liaising with relatives and providers, arranging repatriation in emergency evacuations, and general journey management assistance.
• Produce detailed situation reports for client awareness and be familiar with our clients and their specific day to day needs as well as their emergency procedure requirements.
• Coordinate medical assessments and treatment abroad with the clinical team members.
• Coordinate and liaise with the security teams according to individual client requirements.
• Assist the launch and managed service of the Mass Communications Platforms.
• Have experience of Case Management Software and administer and maintain data using a range of specialist software and internal security software.
• Review and develop processes and procedures in line with client requirements.
• Contribute to regular team meetings and ensure effective handover and/or feedback to deliver a seamless service 24/7.
• Know when to escalate issues, risks, or ideas to ensure business effectiveness.
• Provide ad-hoc support to the Intelligence team and any other duties as reasonably requested by management.
• Adhere to Everbridge’s vision and values.

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.