Email Support Specialist

Job Title: Email Support Specialist

Job Type: Full-Time

Location: Remote

Job Summary

Join our team as an Email Support Specialist and play a pivotal role in creating an exceptional customer experience! You will serve as the primary point of contact for our clients via email, utilizing your technical and organizational expertise to resolve inquiries efficiently and professionally. If you are passionate about clear communication and thrive in a dynamic, collaborative environment, we want to hear from you.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via email, ensuring high levels of satisfaction and engagement.
• Diagnose, troubleshoot, and resolve technical or product-related issues in collaboration with cross-functional teams.
• Maintain accurate and organized records of all interactions, following established workflows and protocols.
• Identify patterns or recurring issues and proactively provide feedback for process improvement.
• Escalate complex cases to appropriate teams while maintaining ownership of the customer relationship.
• Continuously update your product and technical knowledge to provide relevant and up-to-date support.
• Contribute to a positive, team-oriented culture through excellent written and verbal communication.

Required Skills and Qualifications

• Minimum 1-2 years of experience in email or online customer support roles.
• Exceptional written and verbal communication skills; you genuinely care about crafting clear, empathetic messages.
• Strong technical aptitude and ability to quickly learn new tools and platforms.
• Proven organizational and workflow management skills in a fast-paced, remote environment.
• Excellent problem-solving abilities and attention to detail.
• Demonstrated ability to multitask, prioritize, and deliver results under pressure.
• Self-motivated with a proactive, can-do attitude and a commitment to continuous improvement.

Preferred Qualifications

• Experience supporting SaaS products or technology solutions.
• Familiarity with helpdesk software (e.g., Zendesk, Freshdesk).
• Background in a fully remote or globally distributed team environment.