Global Assist Specialist

Job description

**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.