Chat & Email Support Agent
About The Position
Invicta Software is seeking a dedicated Chat & Email Support Agent to join its customer service team. The role delivers support through real-time chat and email, providing customers with timely, accurate, helpful, professional, and empathetic assistance. The agent resolves inquiries efficiently, troubleshoots product or service issues, maintains high standards of customer care, and collaborates with internal teams to share feedback and improve service delivery. The position involves working in a fast-paced environment, managing multiple conversations, and contributing to customer satisfaction and brand loyalty.
Requirements
- Proven experience in customer support, preferably through chat and email channels.
- Strong written communication skills, including excellent grammar and spelling.
- Ability to multitask and manage time efficiently in a fast-paced environment.
- Basic technical aptitude to understand and troubleshoot software-related inquiries.
- Problem-solving mindset focused on customer satisfaction.
- Ability to work independently and as part of a collaborative team.
- High school diploma or equivalent.
Nice To Haves
- Familiarity with CRM or support ticket systems.
- Associate or bachelor’s degree.
- Previous experience in a SaaS or technology company.
- Comfort using multiple communication platforms and digital tools.
Responsibilities
- Respond promptly and accurately to customer inquiries through chat and email.
- Diagnose and troubleshoot product or service issues, escalating complex cases when necessary.
- Maintain detailed records of customer interactions and resolutions in the support system.
- Follow company policies and procedures to provide consistent and effective service.
- Identify trends and recurring issues to support continuous improvement initiatives.
- Communicate clearly and professionally, adapting tone and style to diverse customer needs.
- Manage multiple conversations simultaneously while maintaining attention to detail.
- Collaborate with internal teams and relay customer feedback to improve service delivery.
Benefits
- Competitive salary with performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- Flexible work hours and remote work options.
- Opportunities for professional growth and development.
- Supportive and inclusive company culture focused on employee well-being.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
