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. 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 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, 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

Know when to escalate issues, risks, ideas to ensure business effectiveness

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.