This is a remote position.
Job Highlights:
• Full-time
• Permanent work from home
• Fixed Schedule: Monday to Friday 8AM - 5PM Eastern Standard Time Includes 1 hr unpaid break
• Client Timezone: EST
Role Overview:
As an Email Support Representative, you will play a vital role in ensuring our customers have a seamless experience with their subscriptions. You will be responsible for promptly and professionally addressing customer inquiries, concerns, and requests via email. Your excellent communication skills, attention to detail, and commitment to customer satisfaction will contribute to our company's success in delivering outstanding subscription services.
Responsibilities:
• Respond to customer emails regarding subscription inquiries, changes, cancelations, and technical issues in a timely and efficient manner.
• Provide accurate and informative responses to customer questions, maintaining a high standard of professionalism and customer service.
• Assist customers in troubleshooting and resolving any subscription-related problems they may encounter.
• Collaborate with other departments, such as billing and technical support, to resolve complex customer issues and ensure a seamless experience.
• Utilize the company's knowledge base and resources to provide accurate and up-to-date information to customers.
• Maintain a thorough understanding of the company's subscription offerings, pricing, and policies to effectively address customer inquiries.
• Escalate unresolved issues or complex cases to the appropriate teams while maintaining ownership and follow-up until resolution.
• Strive to meet and exceed individual and team performance targets, including response time, resolution time, and customer satisfaction metrics.
• Keep detailed and accurate records of customer interactions, transactions, and resolutions in the designated systems.
• Continuously improve product knowledge and customer service skills through ongoing training and development opportunities.
Requirements
• Proficient computer skills, including familiarity with email platforms, customer relationship management (CRM) software (Zendesk or similar tool), and knowledge base systems.
• Strong written communication skills with good grammar, spelling, and attention to detail.
• Previous customer service or email support experience is preferred.
• Familiarity with subscription-based services and basic technical troubleshooting is advantageous.
• Ability to work independently and collaboratively in a fast-paced environment.
• Excellent problem-solving skills and a positive, customer-focused attitude.
• Strong organizational skills and ability to manage multiple tasks simultaneously.
