Email Support Job Description
Email support
provides end user support for all Lan based applications: Exchange 2013, Office 365, SAP, MS Office 2010 - 2016, Okta, and custom mobile applications.
Email Support Duties & Responsibilities
To write an effective email support job description, begin by listing detailed duties, responsibilities and expectations. We have included email support job description templates that you can modify and use.
Sample responsibilities for this position include:
Ability to isolate where an issue might be caused in a complex situation ranging from Internet Service Provider, Software configurations, Local Networks, 3rd Party Security Software, 3rd Party Browser configuration
Ability to identify and alert the necessary party of global outages including, but not limited to internal email servers, ISP outages, or Internet backbone outages
90% Chat/email support
Handle inbound
Ensure the health, safety and welfare for yourself and your team in
Utilize excellent verbal and written communication skills and troubleshooting and problem solving skills to resolve complex issues with little or no supervision
Must have working knowledge Microsoft operating system commands and utilites including but not limited to IIS, SMPT, POP, IMAP, SQL and email configuration experience
Analyze, identify possible technical issues, solutions and provide critical information to Operations
Develop, maintain and manage customer relationship accounts
Serve as technical resource for other team members and departments
Email Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Email Support
List any licenses or certifications required by the position: SSL, TLS, PKI, ACE
Education for Email Support
Typically a job would require a certain level of education.
Employers hiring for the email support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Information Systems, Business, Associates, Technical, Engineering, Science, Graduate, Marketing, New College
Skills for Email Support
Desired skills for email support include:
Business phone system functionalities
E-business desired
Internet
Internet principles
Terminology and functionality
Ability to work with VMware /ESXI hosted virtual infrastructure
Excel & hands on experience in SharePoint
Exchange 2010/2013/2016 email environment
Mobile phones
PCs
Desired experience for email support includes:
Typically requires a high school education or equivalent and one to three years experience as a Assoc Contact Center Technical Specialist
This position requires successful completion of the online assessment included in the application
Candidate must be open to being cross-trained to handle multiple product lines, multiple modes of communication (inbound calls, outbound calls, email response)
You have a background in film and video
Experience reviewing and evaluations support tickets
You've been in an operations or leadership position on a customer service team
Email Support Examples
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Email Support Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of email support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for email support
- Coordinate with colleagues on the Education team to train and educate users on HTML and best practices within the supported tools
- The above covers the most significant responsibilities of the position
- Assist in providing estimates of effort, material costs, for project related activities
- Log all communications and essential information into an internal CRM system on a daily basis
- To resolve customer complaints via email or live-chat
- Provide exceptional customer service and resolve customer inquiries
- Take payment information and other pertinent information such as address and phone numbers
- Responsible for proper system set up and follow through on all customer requests
- Responsible for responding in an efficient and professional manner
- Follow up on customer requests for return phone calls, where necessary
Qualifications for email support
- Achieve productivity related targets, quality targets, sales targets
- Remain fully aware of the availability of all Network Solutions domain
- Sales and Customer
- Beginning representatives must have a high school diploma or equivalent
- Ability to handle multiple tasks and prioritizes work in order to maintain required productivity
- MS Word, MS Excel, MS Outlook, Email Functionality Previous technical support in a call centers a plus
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Email Support Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of email support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for email support
- Ensure compliance with all company and departmental policies, procedures, and guidelines
- Ensure active and appropriate engagement on continuous improvement opportunities
- Manage multiple tasks and prioritize work responsibilities while maintaining attention to details
- Provide support to the member servicing various product questions and/or issue resolution via chat/email as the primary communication channel
- Minimal Inbound and Outbound phone contact resolution required
- Provide timely, efficient and accurate follow up to user questions or issues
- Answer incoming member chat and email sessions, regarding billing issues, product problems, service questions, and general concerns
- Serve as a champion of the brand and help save membership through excellent communication and brand awareness
- Responsible for maintaining a high level of professionalism working to establish rapport with every member
- Update member information in multiple member databases depending on member need
Qualifications for email support
- Candidate must Excellent Customer Service skills, communications skills and be in a position to work under pressure with calmness and composure
- At least 3 years in a role with customer-facing support responsibilities
- Standard troubleshooting skills and diligence
- Strong working knowledge of standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP
- Good networking knowledge, they should have a strong understanding of switches, routers, firewalls and subnetting
- Experience with shell scripting in PERL and other scripting languages and experience with FreeBSD is a plus
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Email Support Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of email support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for email support
- Handle inbound customer calls for the Email skill area and make outbound follow up calls during scheduled hours, providing an excellent customer experience at all times
- Achieve productivity related targets, quality targets, sales targets, including sales and revenue objectives, average handle time, log in time, available time, schedule adherence, Service Request closures and quality measures
- Ability to configure and troubleshoot basic errors with nsMail, nsMail Pro, Messageguard, Catchall
- Ability to use basic Email tools and process such as POP3/IMAP software clients that span multiple platforms, such as PC, Mac, Smartphone
- Ability to troubleshoot advanced settings of POP3/IMAP/Smartphone software such as SMTP authentication, POP frequency, server/client relationship, Port configuration, Importing and exporting address books
- Ability to troubleshoot common Email issues and bounce back errors caused by Reverse DNS not being setup, Incorrect DNS configuration
- Ability to troubleshoot Advanced Email issues caused by IP spam filtering, content spam filtering, RFC2822 compliance filtering
- Ability to troubleshoot and run a variety of send/receive tests to isolate where a particular send/receive error is occurring with little information given
- Ability to use all internal tools related to Troubleshooting Email, Acceptable Use Policy abuses including, but not limited to, Spam filtering, Mailbox transfers, Mailbox Restores, Resync/Reindex of Mailboxes
- Be able to troubleshoot and configure advanced features of nsMail and nsMail pro, including, but not limited to, Auto-Responders, Mail Forwarding, Importing and Exporting Address books, calendar sharing, contact sharing, file sharing, and Open X-Change Plug in installation
Qualifications for email support
- The ability to work a rotating schedules including nights and weekends
- Experience deploying and maintaining an e-mail or web security appliance
- Experience deploying and maintaining Windows Active Directory (2000/2003) or comparable LDAP technologies
- Experience deploying and maintaining Microsoft Exchange (2000/2003) or comparable
- Passionate about educational equity demonstrated commitment to diversity, equity, and inclusiveness
- Must have completed at least two (2) years of college education
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Email Support Job Description
Job Description Example
Our company is growing rapidly and is hiring for an email support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for email support
- Efficiently handle business critical email issues for customers
- Make continuous improvement suggestions related to email using common call drivers
- Keep updated on all developments and changes for the domain and email skill area, taking ownership to obtain and learn all information provided via print and the intranet
- Discuss call monitoring feedback with supervisor in order to improve performance
- To ensure 99.7% Uptime on critical systems
- Adhere to company policies and procedures regarding customer handling, case management and service entitlement verification
- Participate in knowledge sharing via involvement in technical discussions and Knowledge Base documentation
- Create and deliver formal mentoring programs to Technical Support Engineers
- Assist with knowledge-sharing initiatives product release training and documentation
- Resolve customer issues at expertise level by collecting pertinent information, informing customers of options, and finding an acceptable resolution
Qualifications for email support
- Experience on Email /Live Chat Support/ Customer Service Support preferred
- Has strong written communication and comprehension skills
- Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
- Strong Mandarin Written Communication Skills
- Active Listening and probing skills
- Strong Korean Written Communication Skills
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Email Support Job Description
Job Description Example
Our innovative and growing company is hiring for an email support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for email support
- Empower to solve customer complaints within level of expertise and authorization outlined in the Service Level Agreement
- Create and support reporting with in Customer Resolution
- Provide 2nd level support to the Digital Coupon program
- Respond to customer emails and letter in a manner that complies with client standards of customer service excellence
- Create new and update existing form letters as needed
- Attend and participate in meetings and conference calls as needed
- Maintain written communication reports for supervisor and other departments as needed to identify trends and address issues accordingly
- Build and maintain partnerships with other departments to ensure timely, accurate solutions to problems
- Independent research to resolve issues timely and accurately
- Provide extraordinary service to customers in a fast-paced contact center environment
Qualifications for email support
- Ability to work independently and efficiently with a track record of exceptional attendance and phone adherence
- Strong Japanese Written Communication Skills
- Strong Thai Written Communication Skills
- Effective written English communication skills
- Proactively looks for ways to help people
- Able to show empathy and patience in a non-scripted environment