Recruitica

Email Support Specialist

Recruitica

full-time

Posted on:

Location Type: Remote

Location: Oregon • United States

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About the role

  • Provide timely and professional responses to customer inquiries and issues via email.
  • Handle a high volume of customer emails and maintain excellent response times.
  • Understand and empathize with customer concerns, actively listen to their needs, and provide accurate and appropriate solutions.
  • Troubleshoot customer problems and provide step-by-step guidance or instructions to resolve issues.
  • Maintain a comprehensive knowledge of company products, services, and policies to address customer questions effectively.
  • Escalate complex or unresolved issues to the appropriate team or supervisor for further assistance.
  • Document customer interactions, inquiries, and resolutions accurately in the customer support system.
  • Identify recurring customer concerns and provide feedback to improve products, services, and processes.
  • Collaborate with cross-functional teams, including sales, technical support, and operations, to ensure prompt and accurate responses to customer inquiries.
  • Stay updated on industry trends, product updates, and new features to provide informed assistance to customers.

Requirements

  • High school diploma or equivalent; bachelor's degree preferred.
  • Previous experience in customer service or email support roles is desirable.
  • Excellent written communication skills with a strong command of grammar, spelling, and punctuation.
  • Ability to handle multiple tasks and prioritize workload effectively to meet deadlines.
  • Exceptional attention to detail and problem-solving skills.
  • Empathy and patience in dealing with customers' concerns and frustrations.
  • Proficient in using email management systems and customer support software.
  • Strong computer skills, including proficiency in Microsoft Office and familiarity with CRM software.
  • Ability to work independently as well as part of a team in a fast-paced environment.
  • Strong time management skills with the ability to adapt to changing priorities.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceemail supportproblem-solvingattention to detailtime management
Soft Skills
empathypatiencewritten communicationactive listeningcollaboration
Certifications
high school diplomabachelor's degree