Chat Support Assistant

Job Title: Chat Support Assistant About the Role Invicta Software is seeking a dedicated and personable Chat Support Assistant to join our dynamic customer service team. This role is vital in delivering timely, clear, and helpful assistance to our users, ensuring a seamless experience with our software solutions. As a Chat Support Assistant, you will be the first point of contact for customers seeking support, playing a crucial role in maintaining high customer satisfaction and fostering long-term relationships. Key Objectives - Provide prompt and accurate responses to customer inquiries via live chat. - Resolve user issues efficiently while maintaining a professional and friendly tone. - Collaborate with internal teams to escalate and resolve complex technical concerns. - Contribute to continuous improvement by sharing customer feedback and insights. Responsibilities - Respond to customer questions and concerns through live chat in a timely and courteous manner. - Identify customer needs and offer appropriate solutions or escalate when necessary. - Document customer interactions accurately and update support tickets accordingly. - Maintain up-to-date knowledge of Invicta Software products and services. - Work closely with technical and product teams to address recurring issues and improve support processes. - Ensure compliance with company policies and data privacy regulations during all customer interactions. Requirements - High school diploma or equivalent; Associate’s or Bachelor’s degree preferred. - Previous experience in chat support, customer service, or a related role. - Excellent written communication skills with strong attention to detail. - Ability to multitask and manage multiple chat conversations simultaneously. - Basic technical aptitude and willingness to learn software products quickly. - Strong problem-solving skills and a customer-focused mindset. - Flexibility to work in shifts, including evenings or weekends as needed. Preferred Qualifications - Experience with CRM or helpdesk software platforms. - Familiarity with SaaS products or software support environments. - Additional language skills are a plus. Benefits - Competitive salary with performance-based incentives. - Comprehensive health, dental, and vision insurance plans. - Opportunities for professional growth and skill development. - Collaborative and inclusive workplace culture. - Flexible work schedules and remote work options. - Paid time off and company-sponsored wellness programs. Salary: 49,500 - 64,700 USD a year

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