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 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