The Email Support Specialist serves as a primary point of contact for customers via email, handling inquiries, resolving issues, and ensuring a consistent, professional tone in all communications. Their work enhances customer satisfaction, supports internal teams, and helps shape improvements based on user feedback.

🛠 Core Responsibilities

• Respond Promptly & Professionally
• Handle inbound customer emails with clarity and accuracy, maintaining a courteous and empathetic tone .
• Problem Diagnosis & Resolution
• Analyze customer issues, apply troubleshooting steps, and escalate more complex matters to technical or specialized teams as needed.
• Documentation & Ticket Management
• Log all interactions in CRM or ticketing systems, update customer records, and ensure thorough documentation for future reference.
• Collaboration Across Teams
• Work closely with product, technical, and operations teams to resolve issues, provide feedback, and initiate process improvements.
• Feedback Collection & Reporting
• Track recurring issues and relay insights to product and support leadership to enhance service and product offerings.
• Email Governance & Quality Assurance
• Maintain professionalism, adhere to company tone and guidelines, update email templates, and ensure compliance with privacy/data-handling rules.
• Queue & Time Management
• Prioritize high-volume email queues, meet SLA targets, and follow up post-resolution to confirm customer satisfaction.

👥 Qualifications & Skills

Education & Experience

• High school diploma or equivalent; college degree (Communications, Business, IT) preferred.
• 1–2 years of experience in customer service, email support, or help desk roles.
• Experience with email platforms, CRM software, and ticketing systems (e.g., Zendesk, Freshdesk) .

Technical Proficiency

• Skilled in email client usage and basic technical troubleshooting.
• Capability to use remote support tools and understand helpdesk workflows.

Soft Skills

• Written communication: Clear, concise, and professionally structured emails with impeccable grammar.
• Problem-solving: Proactive and detail-oriented approach to troubleshoot and resolve issues effectively.
• Empathy & patience: Ability to manage frustrated or upset customers with calm professionalism.
• Time management: Multitasks effectively and meets deadlines in fast-paced environments.
• Collaboration: Works well across teams and contributes to ongoing learning and process refinement .

Optional / Preferred

• Bachelor’s degree in Communications, Business, or related fields .
• Familiarity with email marketing, data privacy regulations, or multilingual support .
• Industry certifications (HDI, CRM tools, etc.) seen as a plus

About company

Hinduja Global Solutions is an Indian pure play business and service provider headquartered in bangalore, and part of the Hinduja Group. Formerly known as HTMT Global, the company re-branded itself as HGS in line with the group policy. It has over 40000 loopemployees worldwide with a large employee base in India.