Email-Chat Support Specialist

Invicta Software

6d•$51,000 - $61,000•Hybrid

About The Position

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.

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.

Nice To Haves

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.

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.