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

Recruitment Process:

• Initial Interview
• Assessment
• SME Interview
• Client Review
• Job offer

Please refer to job description.