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, accurate, and friendly support to our users, ensuring a seamless experience with our software solutions.

If you enjoy problem-solving, communicating clearly, and helping customers navigate technical challenges, this position offers an exciting opportunity to grow within a forward-thinking tech company.

Key Objectives

• Provide prompt and effective support via live chat or email to users encountering software issues or seeking information.

• Maintain a high standard of customer satisfaction by delivering clear, concise, and empathetic communication.

• Collaborate with internal teams to escalate and resolve complex technical problems efficiently.

• Contribute to continuous improvement of support processes and knowledge base resources.

Responsibilities

• Respond to customer inquiries through live chat or email in a professional and courteous manner.

• Diagnose and troubleshoot common software issues by guiding users step-by-step.

• Document interactions and solutions accurately in the support system.

• Identify recurring problems and communicate feedback to product and development teams.

• Assist in updating and maintaining internal knowledge base articles.

• Manage multiple chat conversations efficiently while maintaining quality and attention to detail.

• Stay informed about product updates, features, and industry best practices to provide relevant assistance.

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.

• Previous experience in customer support, preferably in a software or technology environment.

• Strong written communication skills with excellent grammar and spelling.

• Ability to multitask and maintain composure in a fast-paced environment.

• Basic technical aptitude and willingness to learn new software systems.

• Familiarity with live chat platforms and CRM tools is a plus.

• Problem-solving mindset with attention to detail and a customer-first attitude.

Benefits

• Competitive salary with performance-based incentives.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Supportive and inclusive company culture focused on collaboration and innovation.

• Access to the latest tools and technologies in a growing software company.

Salary: 46,700 - 65K USD a year