Email Inquiry Support Representative
Budget: $250 – $750 USD
The project centers on managing all customer inquiries that arrive through our dedicated support inbox. You’ll be logging into our help-desk platform, reading each message, and crafting clear, friendly replies that resolve the customer’s question or point them toward the right resource. Because every interaction happens by email, strong written English, a patient tone, and the ability to sift essential details from longer threads are crucial.
Workflows are already documented, including canned responses and escalation paths, so you’ll have guidance from day one. What I need is someone who can:
• Maintain an average first-response time of under 4 business hours
• Follow the template library while still personalizing each reply
• Flag complex issues for my review using the built-in tagging system
All tickets are general inquiries—no technical troubleshooting or order-management tasks for now—so the focus stays on information, reassurance, and brand voice consistency. I’ll start you with a one-week batch of real emails (about 50 per day) to confirm fit; if quality and response times meet the targets above, we’ll roll into an ongoing schedule.
Access to our Gmail-based help desk and style guide will be provided after onboarding.
Workflows are already documented, including canned responses and escalation paths, so you’ll have guidance from day one. What I need is someone who can:
• Maintain an average first-response time of under 4 business hours
• Follow the template library while still personalizing each reply
• Flag complex issues for my review using the built-in tagging system
All tickets are general inquiries—no technical troubleshooting or order-management tasks for now—so the focus stays on information, reassurance, and brand voice consistency. I’ll start you with a one-week batch of real emails (about 50 per day) to confirm fit; if quality and response times meet the targets above, we’ll roll into an ongoing schedule.
Access to our Gmail-based help desk and style guide will be provided after onboarding.