Job Summary:
KDCI Outsourcing is looking for a detail-oriented and tech-savvy Email Support Contractor 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
Requirements
· 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
Snapshot
Employment Type: Hybrid
Department: Contact Support
Work Schedule: 5-day work week, Night Shift
Employment Code: 4.8.25.B,C
