Chat & Email Support Agent
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Job Description
Chat and email support agent assisting Invicta Software customers with software issues. Resolving inquiries, troubleshooting problems, and maintaining support records remotely.
Responsibilities:
- Provide prompt, professional, and empathetic support to customers via chat and email channels
- Resolve inquiries efficiently while maintaining a high standard of quality and customer care
- Collaborate with internal teams to relay customer feedback and improve overall service delivery
- Respond to customer inquiries through chat and email promptly and accurately
- 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 ensure consistent and effective service
- Assist in identifying trends and recurring issues to support continuous improvement initiatives
- Communicate clearly and professionally, adapting tone and style to suit diverse customer needs
- Manage multiple conversations simultaneously while maintaining attention to detail
Requirements:
- Proven experience in customer support, preferably via chat and email channels
- Strong written communication skills with 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
- Familiarity with CRM or support ticket systems is a plus
- Problem-solving mindset with a focus on customer satisfaction
- Ability to work independently as well as part of a collaborative team
- High school diploma or equivalent
- Previous experience in a SaaS or technology company is preferred but not required
- Comfortable using multiple communication platforms and digital tools
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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