Email Support Specialist

Job Summary

We are seeking a detail-oriented and customer-focused Email Support Specialist to manage and respond to customer inquiries via email. The Email Support Specialist will provide accurate information about company services, troubleshoot issues, and ensure prompt resolution of customer concerns while maintaining a high level of professionalism.

The ideal candidate should have excellent written communication skills, strong problem-solving abilities, and experience in customer support or email correspondence.

Key Responsibilities

• Respond to customer inquiries through email in a timely and professional manner
• Provide accurate information about company services, policies, and procedures
• Troubleshoot basic service issues and escalate complex issues to the appropriate department
• Maintain detailed records of email communications in the CRM system
• Follow company guidelines and standard operating procedures for email support
• Collaborate with customer service, technical support, and operations teams
• Monitor and prioritize incoming emails to ensure prompt response
• Maintain consistent tone, clarity, and professionalism in all written communications
• Assist with billing inquiries, service requests, and scheduling support
• Generate reports on email inquiries, response times, and customer satisfaction

Required Qualifications

• High school diploma or equivalent
• 1–3 years of experience in customer service, email support, or helpdesk roles
• Excellent written communication skills with strong attention to detail
• Ability to multitask and manage multiple email threads efficiently
• Proficiency in Microsoft Office, Gmail, and email management systems
• Strong organizational and time management skills
• Ability to work independently in a remote environment

Preferred Qualifications

• Associate or Bachelor’s degree in Business, Communications, or related field
• Experience with CRM systems (Salesforce, HubSpot, Zendesk, etc.)
• Familiarity with service-based industries or security services
• Knowledge of customer service best practices and escalation protocols

Skills Required

• Email communication and professional writing
• Customer service and problem solving
• Time management and multitasking
• Data entry and documentation
• CRM and email platform proficiency
• Attention to detail and accuracy
• Team collaboration

Technical Requirements

• Reliable high-speed internet connection
• Computer or laptop with updated software
• Familiarity with email and helpdesk software

Work Schedule

• Monday – Friday
• Standard 8-hour shifts
• Occasional evening or weekend coverage depending on customer needs

Salary (Typical Range)

• $35,000 – $48,000 per year
• Approximately $17 – $23 per hour, depending on experience

Benefits (Example)

• Competitive salary
• Remote work flexibility
• Paid time off (PTO)
• Health, dental, and vision insurance
• Paid training and professional development
• Opportunities for career growth

Skill Level

Entry-Level to Intermediate