Note: The job is a remote job and is open to candidates in USA. Invicta Software is dedicated to providing exceptional customer support, and they are seeking a Customer Support Specialist to serve as the frontline ambassador for their clients. The role involves delivering effective and empathetic support while collaborating with internal teams to enhance product quality and customer satisfaction.
Responsibilities
- Respond promptly and professionally to customer questions, issues, and requests through email, chat, and phone
- Diagnose and troubleshoot software-related problems, guiding customers through solutions
- Document support cases accurately, ensuring clear communication and follow-up
- Identify trends in customer feedback and escalate recurring issues to the product and development teams
- Assist with onboarding new customers by providing product demonstrations and training resources
- Maintain up-to-date knowledge of Invicta Software products, features, and updates
- Contribute to the creation and improvement of support documentation and FAQs
Skills
- Proven experience in customer support, preferably within the software or technology sector
- Strong problem-solving skills and the ability to explain technical concepts clearly
- Excellent written and verbal communication skills in English
- Familiarity with CRM software and support ticketing systems
- Ability to manage multiple tasks and prioritize effectively in a dynamic environment
- Empathy and patience when dealing with customers of diverse backgrounds and technical expertise
- High school diploma or equivalent required
- Bachelor's degree in a related field preferred
- Experience with SaaS platforms or enterprise software support is advantageous
- Basic understanding of software development processes is a plus
- Proficiency in Microsoft Office Suite and common communication tools
Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- Flexible work hours and remote work options.
- Professional development opportunities and access to training resources.
- Inclusive and supportive company culture focused on growth and collaboration.
- Paid time off and company holidays.
Company Overview
INVICTA SOFTWARE is a leading provider of IT Service Management Solutions to small and medium size organizations worldwide. It was founded in 2014, and is headquartered in Irvine, California, USA, with a workforce of 11-50 employees. Its website is https://invictasoftware.com/.