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 team. In this role, you will be the first point of contact for our customers, providing timely and effective support through live chat. This position offers an exciting opportunity to contribute directly to customer satisfaction and help shape a seamless user experience. If you enjoy problem-solving, communicating clearly, and working in a fast-paced environment, this role is an excellent fit for you. Key Objectives
- Deliver prompt, accurate, and friendly support to customers via chat.
- Resolve inquiries and issues efficiently while maintaining a positive customer experience.
- Collaborate with internal teams to escalate and track complex issues.
- Contribute to continuous improvement of support processes and knowledge base.
Responsibilities
- Respond to customer inquiries through live chat in a professional and courteous manner.
- Identify customer needs and provide appropriate solutions or escalate when necessary.
- Document customer interactions and maintain accurate records in the support system.
- Assist in troubleshooting technical issues and guide customers through basic software functionalities.
- Work closely with product and technical teams to relay customer feedback and improve service quality.
- Maintain up-to-date knowledge of Invicta Software products and services.
- Meet or exceed individual and team performance targets related to response time and customer satisfaction.
Requirements
- High school diploma or equivalent; associate or bachelor's degree preferred.
- Previous experience in customer support, preferably in a chat or online environment.
- Strong written communication skills with exceptional grammar and spelling.
- Ability to multitask and manage time effectively in a fast-paced setting.
- Basic technical aptitude and comfort with software applications.
- Empathy and patience when addressing customer concerns.
- Availability to work flexible hours as needed.
Preferred Qualifications
- Experience with customer support platforms (e.g., Zendesk, LiveChat).
- Familiarity with SaaS products or software troubleshooting.
- Multilingual skills are a plus.
Benefits
- Competitive salary with performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- Opportunities for professional growth and training.
- Supportive and inclusive company culture.
- Flexible work arrangements and remote work options.
- Paid time off and holiday benefits.