About
Support Specialist - Customer Support plus Email and Social Marketing
Shift-based, fast-response role
Overview
We're hiring a dependable Support Specialist who can handle fast, high-quality customer support and also contribute to email and social marketing. This role needs someone honest, reliable, and switched on with strong common sense. You don't need to be highly technical, but you must be comfortable with basic troubleshooting. Full training is provided.
This is a fast-response role where speed and consistency matter. You must be available and attentive during working hours, with a target response time of under 1 minute while on duty.
Working Pattern and Availability
5 days per week: Friday to Tuesday (Wednesday and Thursday off)
Evening and night work required depending on your location
We operate until 22:00 CET, so you must be able to reliably cover late hours in your time zone
You must be on-call and responsive during your shift
Key Responsibilities
A) Customer Support (Primary)
Reply to customer messages quickly and professionally across:
Social channels such as Facebook and Instagram messages and comments
Other support channels we use internally such as shared inbox or CRM
Diagnose and resolve common customer issues using internal guides and checklists
Log issues clearly: customer details, problem summary, steps attempted, and outcome
Escalate technical issues with clean, complete notes so the technical team can act fast
Follow processes exactly and maintain consistency in tone and answers
B) Email and Social Marketing (Secondary)
Support basic email marketing tasks:
List tagging and segmentation support
Simple campaign setup assistance such as templates, subject lines, and formatting
Basic reporting and feedback on what is working
Social support and light marketing:
Post scheduling and content formatting
Responding to comments and messages in the brand tone
Flagging opportunities such as testimonials, FAQs, and common objections to address
Help improve results over time by tracking what customers ask for most and suggesting content updates
Required Skills and Attributes (Non-Negotiable)
Strong written English: clear, confident, friendly, and professional
Reliable and dependable: if you're on shift, you're present and responsive
Fast responsiveness: capable of maintaining an under 1 minute reply target during working hours
Honest, calm under pressure, and able to follow instructions
Good common sense and strong aptitude to learn quickly
Basic technical support ability:
Comfortable following troubleshooting steps
Able to gather the right info such as device type, app version, screenshots, error messages, and connection type
Nice to Have
Previous experience in customer support, especially fast-response environments
Experience with email tools, CRM workflows, or shared inbox systems
Experience handling social media community and support
Basic familiarity with streaming apps and consumer devices such as Android TV or Firestick
Training Provided
Full onboarding and training on:
Products, common issues, and troubleshooting flows
Support scripts and brand tone
Escalation rules and internal reporting format
Email and social workflows
Performance Standards
You will be measured on:
Speed: response time while on duty
Quality: accuracy, clarity, customer satisfaction, and correct escalation
Reliability: attendance, consistency, and following the process
Initiative: improving FAQs, identifying repeat issues, helping marketing with real customer insights
How to Apply
Send:
A short intro: who you are and why you fit this role
Your location and confirmation you can reliably work evenings and nights in your time zone
Proof of written English ability: a short paragraph or example replies
Any relevant experience: support, email marketing, or social support
Screening (Simple and Practical)
Shortlisted applicants will complete:
A quick written test: support replies plus basic marketing writing
A scenario test: how you troubleshoot and what questions you ask
A short interview focused on reliability, speed, and judgment
Contract duration of 3 to 6 months. with None hours per week.
Mandatory skills: Email Support, Customer Support, Technical Support, TeamViewer, Email Marketing, Social Media Marketing
Languages
- English
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