Remote Email Support Specialist

Invicta Software

1d•$51,700 - $66,800•Remote

About The Position

Invicta Software is seeking a dedicated, detail-oriented Email Support Specialist to provide customer service and manage communication through email. The role serves as a frontline representative, delivering timely and accurate responses to customer inquiries with professionalism and empathy. The specialist troubleshoots software issues, documents customer interactions, escalates complex cases, and contributes to improvements in support processes, the knowledge base, and product and service quality. The position is remote and requires reliable internet connectivity.

Requirements

Proven experience in email-based customer support or a related role.
Excellent written communication skills and strong attention to detail.
Ability to manage multiple inquiries efficiently and prioritize tasks.
Strong problem-solving skills and ability to work independently.
Comfort working remotely with reliable internet connectivity.
Customer-focused mindset, patience, and empathy.
Proficiency in US English, including excellent grammar and spelling.
Basic technical aptitude and ability to learn new software quickly.
High school diploma or equivalent.

Nice To Haves

Familiarity with CRM or ticketing systems.
Associate or bachelor's degree.
Experience in software support or technology-related customer service.

Responsibilities

Respond to customer emails professionally, clearly, and empathetically.
Diagnose and troubleshoot issues related to the company's software products.
Document interactions and accurately update customer records in the support system.
Promptly escalate unresolved or complex issues to appropriate teams.
Maintain current knowledge of product features, updates, and policies.
Identify trends in customer feedback to support improvements to product and service quality.
Meet or exceed individual and team goals for response time and customer satisfaction.
Collaborate with internal teams to resolve complex cases.
Contribute to continuous improvement of support processes and the knowledge base.