Offer summary

Qualifications:

Detail-oriented with strong communication skills., Familiarity with AI-powered tools and CRM platforms., Proactive problem-solver with a keen eye for detail., Ability to work efficiently during night shifts..

Key responsabilities:

Process and respond to assigned support tickets within 1 business day.

Accurately identify accounts and complete required field values.

Resolve or quick-close applicable cases and identify duplicate tickets.

Maintain high-quality communication and case handling aligned with client standards.

KDCI is a leading outsourcing company in the Philippines that specializes in offshore staffing in the fields of Creative Design, Digital Content Creation, and eCommerce Back Office Support.We love all things digital and we are passionate about our work. Our goal is to build the best possible team for our clients, whether they’re startups or established companies that need hyper-growth.We are based in California and have various offices around the world - Manila, Hong Kong, and London. We are owned and managed by seasoned executives with over 15 years of proven leadership and experience in developing businesses in the digital space, and we pride ourselves in providing cost-effective, world-class services to our clients.

Job description

Job Summary:

KDCI Outsourcing is looking for a detail-oriented and tech-savvy Email Support Specialist to join our team in supporting our client partner, a leading name in the digital advertising and publishing space. In this role, you will be responsible for providing efficient and accurate email-based customer support, primarily during night shifts. You will manage a variety of support cases, ensuring they are resolved promptly and in line with service level agreements (SLAs). The ideal candidate is a proactive problem-solver with strong communication skills, a keen eye for detail, and familiarity with AI-powered tools and CRM platforms.

Responsibilities:

· Process and respond to all assigned support tickets within 1 business day

· Accurately identify accounts and complete required field values

· Resolve or quick-close applicable cases

· Identify and merge duplicate tickets

· Dismiss spam or invalid cases appropriately

· Request additional information from clients when needed to resolve issues

· Maintain high-quality communication and case handling aligned with client standards

Required profile