Email Support Specialist

Sales Match; Charlotte (NC); Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Fully remote work from home in North

Zendesk and Dynamics 365 onboarding/tr

Regular feedback and mentorship

Skill-building in email support andEsc

Health coverage, paid leave, 401(k),++

Job summary

Sales Match is seeking an Email Support Specialist to assist customers with product information and routine inquiries. The role is fully remote and based in North Carolina, USA, requiring a 40-hour workweek with flexible days and shift times.

You will handle emails in Zendesk, update the Microsoft Dynamics 365 CRM with concise notes, and craft clear replies that explain options and necessary actions. Collaboration with the support team lead and other colleagues is essential.

Qualifications

• High school diploma or equivalent.
• 1–2 years of email support or related customer support experience.
• Familiarity with Zendesk for email ticket queues.
• Familiarity with Microsoft Dynamics 365 CRM.
• Clear written communication and ability to explain steps clearly.

Responsibilities

• Review incoming customer emails and prioritize requests by urgency.
• Check messages and prior chats before replying with guidance.
• Manage email tickets in Zendesk and keep ownership clear.
• Record updates in Microsoft Dynamics 365 CRM with concise notes.
• Write clear email replies explaining options and actions.
• Use knowledge resources and flag outdated guidance.
• Coordinate with internal contacts for confirmation.
• Follow up on unresolved requests and update customers.
• Close tickets with resolution notes and common questions.
• Maintain quality with timely responses and accurate notes.

Skills

Customer service

Written communication

Note taking

Time management

Attention to detail

Education

High school diploma or equivalent

Tools

Zendesk

Microsoft Dynamics 365

Job description

Job Title: Email Support Specialist

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

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 elevate 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.
• Familiarity with a support platform such as Zendesk and a CRM such as Microsoft Dynamics 365 preferred.
• Clear written communication, sound reading comprehension, and the ability to explain steps respectfully to customers with different levels of familiarity.
• Ability to maintain accurate notes, manage competing requests, and apply feedback from quality reviews consistently.
• Access to a reliable computer, high-speed internet, and a quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in North Carolina, United States.
• Structured onboarding and training on a support platform such as Zendesk and a CRM such as Microsoft Dynamics 365.
• Regular check-ins with the customer service team lead for guidance and feedback.
• Opportunities to build email support, knowledge management, ticket prioritization, and escalation management skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.