Chat Support Assistant

Role Summary

Job Title: Chat Support Assistant

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.