We are looking for 24x7 e-mail based customer support for our Internet web service company.
Customer service is a high priority and all e-mail's must be professional and courteous.
Excellent written English is a must. Foreign language a plus.
We are currently working through the workflow scripts, so we cannot provide detailed examples, but a typical workflow might look something like:
1) Our customers sends in a support question,
2) You will respond within 30 minutes with the solution or an initial response letting them know we are looking into the problem and will get back with them,
3) To solve the problem you may have to search our email logs to see if emails were successfully sent, search our file logs to see if files were successfully sent, search receipts to make sure customers were properly billed, etc.
Initially support will be e-mail based only with future support also including live chats.
The workload generally involves about 250 emails per day, where about 230 of them are spam and are simply deleted, about 10 emails that can be solved with canned messages, and about 10 more emails that must be solved after searching our records.