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

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Provide prompt and accurate responses to customer inquiries via live chat.

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Resolve user issues efficiently while maintaining a professional and friendly tone.

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Collaborate with internal teams to escalate and resolve complex technical concerns.

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Contribute to continuous improvement by sharing customer feedback and insights.

Responsibilities

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Respond to customer questions and concerns through live chat in a timely and courteous manner.

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Identify customer needs and offer appropriate solutions or escalate when necessary.

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Document customer interactions accurately and update support tickets accordingly.

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Maintain up-to-date knowledge of Invicta Software products and services.

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Work closely with technical and product teams to address recurring issues and improve support processes.

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Ensure compliance with company policies and data privacy regulations during all customer interactions.

Requirements

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High school diploma or equivalent; Associate’s or Bachelor’s degree preferred.

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Previous experience in chat support, customer service, or a related role.

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Excellent written communication skills with strong attention to detail.

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Ability to multitask and manage multiple chat conversations simultaneously.

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Basic technical aptitude and willingness to learn software products quickly.

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Strong problem-solving skills and a customer-focused mindset.

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Flexibility to work in shifts, including evenings or weekends as needed.

Preferred Qualifications

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Experience with CRM or helpdesk software platforms.

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Familiarity with SaaS products or software support environments.

- Additional language skills are a plus.

Benefits

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Competitive salary with performance-based incentives.

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Comprehensive health, dental, and vision insurance plans.

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Opportunities for professional growth and skill development.

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Collaborative and inclusive workplace culture.

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Flexible work schedules and remote work options.

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Paid time off and company-sponsored wellness programs.

Salary: 49,500 - 64,700 USD a year
Originally posted on Himalayas