Technical Support Specialist

Job Title: Technical Support Specialist

About the Role

Invicta Software is seeking a dedicated Technical Support Specialist to join our dynamic team. This role plays a vital part in ensuring our clients receive timely and effective technical assistance, helping them maximize the value of our software solutions.

As a Technical Support Specialist, you will be the first point of contact for customers facing technical challenges. Your expertise and problem-solving skills will directly impact customer satisfaction and contribute to the overall success of our products.

Key Objectives

• Provide prompt, professional, and accurate technical support to customers via multiple channels.

• Diagnose and resolve software-related issues efficiently to minimize downtime.

• Collaborate with cross-functional teams to escalate and resolve complex problems.

• Document customer interactions and technical solutions clearly and thoroughly.

• Continuously improve support processes and contribute to knowledge base development.

Responsibilities

• Respond to customer inquiries through phone, email, and chat with professionalism and empathy.

• Troubleshoot and resolve software issues, guiding customers through step-by-step solutions.

• Identify, document, and escalate bugs or product issues to the development team.

• Maintain detailed records of support cases and resolutions in the ticketing system.

• Assist in creating and updating technical documentation and user guides.

• Participate in team meetings and training sessions to stay current with product updates.

• Provide feedback to product and engineering teams to improve software functionality and user experience.

Requirements

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.

• Minimum of 2 years of experience in technical support or a similar customer-facing technical role.

• Strong understanding of software troubleshooting and problem-solving techniques.

• Familiarity with Windows and Mac operating systems, networking basics, and common software applications.

• Excellent verbal and written communication skills with the ability to explain technical concepts clearly.

• Experience with ticketing systems and remote support tools.

• Ability to work independently and collaboratively in a fast-paced environment.

• Customer-centric mindset with a commitment to delivering high-quality support.

Preferred Qualifications

• Experience supporting SaaS or enterprise software products.

• Knowledge of SQL, scripting, or basic programming languages.

• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional.

Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance plans.

• 401(k) retirement savings plan with company match.

• Generous paid time off and flexible work arrangements.

• Opportunities for professional development and career growth.

• Collaborative and inclusive company culture focused on innovation.

Salary: 47,500 - 65,300 USD a year