Email-Chat Support Specialist
Job Title: Email-Chat Support Specialist
About the Role
Invicta Software is seeking a dedicated Email-Chat Support Specialist to join our dynamic team. This role is essential in delivering exceptional customer service through timely and effective email and chat communications. If you are passionate about helping customers and thrive in a fast-paced digital environment, this opportunity offers a chance to make a meaningful impact while growing your skills in a supportive and innovative company. Key Objectives Provide prompt, accurate, and courteous support to customers via email and live chat channels. Resolve inquiries, troubleshoot issues, and escalate complex cases efficiently. Maintain high customer satisfaction by delivering clear and helpful communication. Collaborate with internal teams to improve product knowledge and customer experience.
Responsibilities
Respond to customer questions and concerns through email and chat platforms in a timely manner. Diagnose and troubleshoot technical issues related to Invicta Software products and services. Document all interactions and resolutions accurately in the support ticketing system. Identify trends and escalate recurring problems to the appropriate teams. Assist in creating and updating support documentation and FAQs. Maintain a professional and empathetic tone in all customer interactions. Meet or exceed performance metrics related to response time, resolution rates, and customer satisfaction.
Requirements
Proven experience in email and chat customer support, preferably in a software or technology environment. Strong written communication skills with excellent grammar and attention to detail. Ability to multitask and manage multiple conversations simultaneously. Familiarity with support ticketing systems and CRM tools. Basic technical aptitude and ability to quickly learn new software products. Problem-solving mindset with patience and empathy toward customers. Availability to work flexible hours as needed to support customers across different time zones.
Preferred Qualifications
Experience with SaaS products or software troubleshooting. Knowledge of HTML, CSS, or other web technologies is a plus. Previous experience working in a remote or hybrid support role. Multilingual skills are an advantage.
Benefits
Competitive salary with performance-based incentives. Comprehensive health, dental, and vision insurance plans. Opportunities for professional development and career growth. Flexible work schedules and remote work options. Supportive and inclusive company culture focused on innovation and teamwork. Access to the latest tools and technologies to help you succeed.