Email Support Representative

Smartly Technologies is adding an Email Support Representative to its team supporting managed IT, cybersecurity, cloud services, software and web delivery, technical support, systems, data, projects, and customer service. This full-time, fully remote role is open to candidates throughout the United States.

About the role

As an Email Support Representative, you will help customers resolve questions and service issues through clear, timely support.

Responsibilities

• Respond to written support requests involving managed IT, cybersecurity, cloud services, software and web delivery, technical support, systems, data, projects, and customer service, providing clear, accurate information using approved email, chat, or ticketing tools.
• Review account or request details and document each interaction with complete notes and next steps.
• Resolve routine questions and service issues within policy; escalate complex or unresolved cases across managed IT and technical delivery.
• Follow up on open cases, promised actions, or missing information to ensure customers receive timely updates.
• Use approved knowledge resources and procedures while adapting communication to the customer's specific question.
• Meet service-quality, response-time, documentation, and customer-satisfaction expectations.

Requirements

• High school diploma or equivalent; prior customer-service experience is helpful but not required for this entry-level role.
• Strong written and verbal communication with a patient, professional, solution-focused approach.
• Comfort using CRM, ticketing, email, chat, phone, and web-based customer-service tools.
• Ability to learn policies and service information quickly and explain them clearly.
• Reliable internet access, a quiet workspace, and the ability to work independently.
• A pre-employment background check is required.

Pay

$45,500 - $52,500 per year

Schedule

Full-time, 100% remote