Email Support Specialist

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

·        Excellent written and verbal English communication skills

·        At least 1 year of experience in email-based customer support, preferably for US-based clients

·        Familiarity with AI tools or solutions is a plus

·        Strong analytical thinking and problem-solving capabilities

·        Experience using CRM systems, ticketing platforms, or support dashboards

·        Ability to work independently, especially during night shifts or non-standard hours

·        High attention to detail and commitment to following structured workflows

·        Tech-savvy and comfortable navigating a variety of digital tools and platforms

·        Strong organizational skills and ability to manage tasks with efficiency and consistency

·        Must have a stable internet connection and a quiet, distraction-free work environment