Technical Support Specialist
Invicta Software
About The Position
Invicta Software is seeking a dedicated Technical Support Specialist to join our dynamic team. This role plays a vital part in ensuring our clients receive timely and effective technical assistance, helping them maximize the value of our software solutions. As a Technical Support Specialist, you will be the first point of contact for customers facing technical challenges. Your expertise and problem-solving skills will directly impact customer satisfaction and contribute to the overall success of our products.
Requirements
- Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
- Minimum of 2 years of experience in technical support or a similar customer-facing technical role.
- Strong understanding of software troubleshooting and problem-solving techniques.
- Familiarity with Windows and Mac operating systems, networking basics, and common software applications.
- Excellent verbal and written communication skills with the ability to explain technical concepts clearly.
- Experience with ticketing systems and remote support tools.
- Ability to work independently and collaboratively in a fast-paced environment.
- Customer-centric mindset with a commitment to delivering high-quality support.
Nice To Haves
- Experience supporting SaaS or enterprise software products.
- Knowledge of SQL, scripting, or basic programming languages.
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional.
Responsibilities
- Respond to customer inquiries through phone, email, and chat with professionalism and empathy.
- Troubleshoot and resolve software issues, guiding customers through step-by-step solutions.
- Identify, document, and escalate bugs or product issues to the development team.
- Maintain detailed records of support cases and resolutions in the ticketing system.
- Assist in creating and updating technical documentation and user guides.
- Participate in team meetings and training sessions to stay current with product updates.
- Provide feedback to product and engineering teams to improve software functionality and user experience.
Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement savings plan with company match.
- Generous paid time off and flexible work arrangements.
- Opportunities for professional development and career growth.
- Collaborative and inclusive company culture focused on innovation.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1-10 employees
