Email Support Specialist - (ZR_20517_JOB)

Schedule:

• 40 hours per week
  
• Monday to Friday, 9AM to 6PM Manila PH
  
• Includes 1 hour unpaid break
  
• The client is based in California but prefers to have the assistant work during PH hours for better coverage
  

Client Timezone: PST (Los Angeles, California)

Client Overview

Join a thriving, multi-million dollar company at the forefront of customer service innovation. This dynamic organization is revolutionizing its approach to customer support, leveraging cutting-edge technology to deliver exceptional service. As they enter an exciting phase of growth and transformation, they’re seeking talented individuals to be part of their journey towards operational excellence and unparalleled customer satisfaction.

Job Description

Embark on an exciting career opportunity as an Email Support Specialist specializing in email support for a rapidly growing, tech-savvy company. In this pivotal role, you’ll be the voice of the company, managing high-volume customer interactions through our state-of-the-art Zendesk platform. This position offers a unique blend of problem-solving challenges and the chance to make a real impact on customer satisfaction. You’ll work in a fast-paced, remote environment that values efficiency, innovation, and continuous improvement. As we expand our services, you’ll have the opportunity to grow with us, potentially branching into phone support and other exciting areas of customer engagement.

Responsibilities

• Manage and prioritize a high volume of customer support tickets efficiently through Zendesk
  
• Craft clear, professional, and empathetic email responses to address customer inquiries and concerns
  
• Analyze customer issues quickly and provide effective solutions or escalate to appropriate teams when necessary
  
• Maintain detailed and accurate records of all customer interactions for future reference and analysis
  
• Collaborate with team members to identify trends and suggest improvements to our support processes
  
• Stay updated on product knowledge and company policies to provide accurate and current information to customers
  
• Contribute creative ideas to enhance customer experience and streamline support operations
  
• Adapt to new technologies and processes as our customer support strategies evolve
  

Requirements

• Proven track record in email support roles, with 3+ years of experience preferred
  
• Proficiency in Zendesk or similar customer support platforms
  
• Exceptional written communication skills in English, with the ability to convey complex information clearly and concisely
  
• Strong problem-solving abilities and attention to detail
  
• Self-motivated with the ability to work independently in a remote setting
  
• Excellent time management skills and ability to handle multiple tasks simultaneously
  
• Familiarity with CRM systems and willingness to learn new support tools
  
• Customer-centric mindset with a passion for delivering outstanding service
  
• Ability to maintain composure and effectiveness in high-pressure situations
  
• Flexibility to adapt to changing priorities and embrace new challenges in a growing company