Remote Email Support Specialist

Sales Match; San Antonio (TX); Remoto; USD 39.000 - 55.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote

Structured onboarding

Team check-ins

Skill development

Health coverage & 401(k) & bonus

Descrizione del lavoro

Sales Match is seeking an Email Support Representative to handle customer emails, provide clear explanations, and guide next steps from a home office in Texas. The role supports the customer service team and collaborates with product support colleagues while using Salesforce Service Cloud and Microsoft Dynamics 365.

This fully remote position requires a 40-hour weekly commitment, with flexible days and shift times.

Competenze

• High school diploma or equivalent.
• No experience required; related experience answering customer emails or handling written service requests is preferred.
• Ability to read customer messages carefully, identify the main question, and distinguish confirmed information from details that still need checking.
• Clear written English, courteous wording, and proofreading skills for accurate customer replies with understandable explanations and next steps.
• Basic understanding of email conversations, service tickets, customer interaction histories, and the purpose of approved product or service reference materials.
• Willingness to learn the named systems, including reviewing response templates in a word processor such as Microsoft Word, through guided practice and feedback.
• Ability to prioritize open requests, maintain accurate notes, and recognize when an issue needs the team lead's guidance.
• A reliable computer, high-speed internet, and quiet private workspace suitable for handling customer messages while working remotely.
• Authorization to work in the United States and availability for the 40-hour weekly commitment and agreed working days and shift times.

Mansioni

• Review incoming customer emails in a Support platform such as Salesforce Service Cloud, identifying the question, urgency, and any earlier correspondence before responding.
• Check customer contact information and previous interactions in a CRM such as Microsoft Dynamics 365 to understand the request and avoid asking repeated questions.
• Look up current product or service information in approved reference materials, checking that each answer matches the customer's specific question and circumstances.
• Draft clear, courteous replies using an email client such as Mozilla Thunderbird, explaining available next steps without making unsupported promises or assumptions.
• Ask focused follow-up questions when information is missing, requesting only details needed to understand the issue and provide an appropriate response.
• Record the question, information checked, response provided, and next action in the service ticket so another representative can continue the conversation smoothly.
• Organize assigned follow-up tasks by urgency and response deadlines using a Project management tool such as Asana, keeping customer details within approved systems.
• Escalate unresolved questions or conflicting reference information to the customer service team lead through a team collaboration platform such as Microsoft Teams, summarizing the issue clearly.
• Follow up when a customer response or internal answer is pending, communicate updates, and close tickets once the outcome and remaining steps are clear.
• Meet quality expectations through accurate answers, appropriate turnaround, complete notes, and timely follow-up; apply feedback from ticket reviews to future replies.

Conoscenze

Clear written English

Attention to detail

Identify main question

Prioritization

Remote work readiness

Proofreading

US work authorization

Formazione

High school diploma or equivalent

Strumenti

Salesforce Service Cloud

Microsoft Dynamics 365

Mozilla Thunderbird

Asana

Microsoft Teams

Microsoft Word

Descrizione del lavoro

Sales Match is seeking an Email Support Representative to handle customer emails, provide clear explanations, and guide next steps from a home office in Texas. The role supports the customer service team and collaborates with product support colleagues while using Salesforce Service Cloud and Microsoft Dynamics 365.

This fully remote position requires a 40-hour weekly commitment, with flexible days and shift times.