Provide 24/7 initial incident response and case management for global clients, coordinate medical and security resources, record case details, collaborate with internal teams, support intelligence, and work flexible rotating shifts including days, nights, weekends, and holidays.
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 United Kingdom.
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.
As an International Operations Responder, you will report to the Lead International Operations Responder and play a vital role in managing initial incident reports, coordinating resource dispatch, handling emergencies, and ensuring effective communication.
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.
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About Everbridge
Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover stronger from critical events. In today’s unpredictable world, resilient organizations minimize impact to people and operations, absorb stress, and return to productivity faster when deploying critical event management (CEM) technology. Everbridge digitizes organizational resilience by combining intelligent automation with the industry’s most comprehensive risk data to Keep People Safe and Organizations Running™. For more information, visit www.everbridge.com, read the company blog, and follow on Twitter. Everbridge… Empowering Resilience
Everbridge is an Equal Opportunity/Affirmative Action Employer. All qualified Applicants will receive consideration for employment without regard to race, creed, color, religion, or sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Everbridge Belfast, Northern Ireland Office
Belfast, United Kingdom
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