Remote Remote Email Ticketing Representative
High standards of customer satisfaction and accuracy define our success at Silverline Staffing Network. We are seeking an attentive Remote Email Ticketing Representative to join our customer care operations specializing in hospitality, travel booking and consumer experiences with 100% non-phone work from home.
Position Overview
- Role: Remote Email Ticketing Representative (100% Non-Phone Work From Home)
- Hiring Organization: Silverline Staffing Network
- Sector Focus: Specialized in hospitality, travel booking and consumer experiences (lifestyle customer care).
- Hourly Compensation: $26.00 – $36.00 per hour (weekly direct deposit).
- Work Arrangement: 100% Remote / Telecommute (Phoenix, AZ (Remote)).
- Weekly Schedule: Flexible hours (15 to 40 hours per week).
- Core Qualification: Pure digital workflow with zero incoming phone calls — 100% chat, email, and spreadsheet tasks.
Service Excellence Standards
- Accuracy First: Thorough verification of user account entries to prevent billing or login errors.
- Empathetic Tone: Delivering warm, patient, and solutions-oriented customer interactions across all channels.
- Timely Resolution: Maintaining swift ticket turnaround benchmarks in line with team service goals.
- Continuous Quality Improvement: Participating in brief weekly feedback reviews to sharpen support skills.
Day-to-Day Responsibilities
- Achieve target ticket resolution speed while maintaining exceptional service quality.
- Coordinate with technical engineering teams when complex platform bugs are identified.
- Follow standard operating procedures (SOPs) to issue account updates, refunds, and access credentials.
- Draft personalized, empathetic email responses adapted from core support macros.
Qualifications & Device Readiness
- Academic Requirement: High school diploma, GED, or equivalent (no college degree required).
- Prior Experience: Pure digital workflow with zero incoming phone calls — 100% chat, email, and spreadsheet tasks.
- Attention to procedural detail
- Time management & queue pacing
- Customer de-escalation via email
- Clear written English
- Functional smartphone, tablet, laptop, or desktop computer with updated web browser.
- Dependable broadband or wireless internet connection (minimum 15 Mbps download speed).
Approved for work-from-home candidates residing in Phoenix, AZ (Remote) (AZ, USA). Applicants must possess authorization to work in their home jurisdiction with access to dependable high-speed internet.
💡 Fast-Track Application Advice for Non-Phone Email Support Specialist
Hiring leads prioritize candidates who demonstrate prompt written communication and reliable digital connectivity. When completing your direct application, highlight your familiarity with Attention to procedural detail and your preferred weekly schedule.
Frequently Asked Questions
Q: What tools and software will I use on a daily basis?
A: You will collaborate using modern web-based tools including cloud spreadsheets, Slack/chat channels, and intuitive ticketing interfaces with pre-built response templates.
Q: What happens if I encounter technical issues during my shift?
A: A dedicated internal technical support team is available via real-time messaging channels to assist with password resets, software access, and system troubleshooting.
Q: What minimum internet download speed is required?
A: A standard broadband or mobile Wi-Fi connection with at least 15 Mbps download speed is recommended for smooth real-time chat ticketing and cloud database updates.
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