Chat & Email Support Agent

Job Title: Chat & Email Support Agent

About the Role

Invicta Software is seeking a dedicated and customer-focused Chat & Email Support Agent to join our dynamic support team. This role is crucial in delivering timely, clear, and effective assistance to our users, ensuring a seamless experience with our software solutions. If you enjoy problem-solving, communicating with diverse customers, and contributing to a positive brand reputation, this position offers an exciting opportunity to make a meaningful impact.

Key Objectives

  • Provide prompt, professional, and accurate support via chat and email channels.

  • Resolve user inquiries and technical issues efficiently while maintaining high customer satisfaction.

  • Collaborate with internal teams to escalate and track complex issues.

  • Contribute to continuous improvement of support processes and knowledge resources.

Responsibilities

  • Respond to customer inquiries through chat and email in a timely and courteous manner.

  • Diagnose and troubleshoot software-related issues, providing clear guidance and solutions.

  • Document customer interactions and maintain detailed records of issues and resolutions.

  • Identify patterns in customer feedback and escalate recurring problems to the development team.

  • Assist in updating and creating support documentation and FAQs.

  • Maintain a positive and professional tone in all communications, reflecting Invicta Software’s commitment to excellence.

Requirements

  • Proven experience in customer support, preferably in chat and email environments.

  • Strong written communication skills with impeccable grammar and clarity.

  • Basic technical aptitude and ability to understand software products quickly.

  • Excellent problem-solving skills and attention to detail.

  • Ability to multitask and manage time effectively in a fast-paced setting.

  • Familiarity with customer support tools and CRM software is a plus.

  • Flexible attitude and willingness to learn and adapt.

Qualifications

  • High school diploma or equivalent; a degree in a related field is a plus.

  • Experience working in a SaaS or technology company is preferred.

  • Comfortable working independently and as part of a collaborative team.

Benefits

  • Competitive salary and performance-based incentives.

  • Comprehensive health, dental, and vision insurance plans.

  • Opportunities for professional development and career growth.

  • Supportive and inclusive company culture.

  • Flexible work hours and remote work options.

  • Access to the latest tools and technologies in customer support.

Salary: 51,500 - 65,300 USD a year
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