Email Support Specialist

Job Title: Email Support SpecialistMonthly Pay: $3,533 - $4,962 USD per monthSummary:

Accurate answers, complete notes, and dependable follow-up are the measures of good work in this email support role. The Email Support Specialist handles customer questions in writing, helping customers understand product or service information and resolve routine concerns. This position sits within the customer support team and works under a customer service team lead, collaborating with other support specialists and internal service contacts. The position is fully remote, allowing you to work from home in North Carolina, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming customer emails in the shared support queue, identify the reason for contact, and prioritize requests according to established urgency and handling guidelines.
• Check the customer's message, previous conversations, and available product or service information before deciding which response or next step best addresses the question.
• Manage email service tickets using a support platform such as Zendesk, assigning appropriate categories, updating status, and keeping ownership clear throughout each interaction.
• Review customer interaction history in a CRM such as Microsoft Dynamics 365, recording relevant updates and concise notes that help colleagues understand the situation.
• Write clear, accurate email replies that answer each question, explain available options, and describe any actions the customer needs to take without unnecessary jargon.
• Use approved knowledge resources to guide responses, and flag missing or outdated guidance to the customer service team lead rather than guessing at an answer.
• Coordinate with internal service contacts when an answer needs additional confirmation, providing enough context for them to investigate without repeating work already completed.
• Follow up on unresolved requests at the agreed interval, keep customers informed of progress, and escalate unusual or recurring concerns to the customer service team lead.
• Close tickets once the response and required actions are complete, leaving clear resolution notes and identifying recurring questions that could improve shared guidance.
• Maintain quality through accurate answers, timely turnaround, complete notes, and consistent follow-up, using feedback from ticket reviews to improve future responses.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of email support or closely related customer support experience preferred.
• Familiarity with email ticket queues, request categorization, ticket status updates, and tracking unresolved customer questions through completion.
• Understanding of how to locate product or service information, compare it with a customer's question, and recognize when additional guidance is needed.