English Email Support for Apps

I’m looking for a reliable email-support specialist to become the first line of contact for users of our SEP apps. All communication is in English, and the inbox already sees a steady flow of questions that range from simple “how-to” inquiries to light technical troubleshooting.

Your core focus will be:
• Responding promptly and politely to customer inquiries, following our tone and style guidelines
• Providing clear, step-by-step technical assistance when users hit snags, escalating only the complex issues I flag in our playbook

Everything happens via our shared support platformFreshdesk, so you’ll log each ticket, tag it correctly, and keep an eye on response-time SLAs. I’ll supply product documentation, saved replies, and direct access to a developer should you need deeper insights.

There are not that many tickets to handle, so one hour a day should be enough, but need to login few times a day to check the tickets.

Success means a consistently empty queue by the end of your shift, accurate tagging for analytics, and customer satisfaction scores that stay on target. If you’re confident in written English, patient when explaining technical steps, and happy to work independently once onboarded, I’d love to hear how you can keep our users happy.