Email-Chat Support Specialist

About the Role

Invicta Software is looking for a committed Email-Chat Support Specialist to become part of its growing team. The position centers on delivering responsive, high-quality customer assistance through email and live chat. It is a strong fit for someone who enjoys helping users, works well in a fast-moving digital setting, and wants to contribute meaningfully while developing professionally in a collaborative, forward-thinking environment.

Key Objectives

• Deliver fast, accurate, and polite support to customers across email and live chat.
• Work through customer questions, resolve issues, and route complex cases to the right team when needed.
• Support a strong customer experience by communicating clearly and helpfully.
• Partner with internal teams to strengthen product understanding and improve the overall service experience.

Responsibilities

• Handle customer queries and concerns through email and chat channels within expected turnaround times.
• Investigate and resolve technical problems connected to Invicta Software products and services.
• Record each customer interaction and outcome accurately in the support ticketing platform.
• Spot recurring issues and raise patterns to the relevant internal teams.
• Contribute to the development and maintenance of help articles and FAQs.
• Keep communication professional, courteous, and empathetic at all times.
• Work toward or beyond key performance goals for response speed, resolution quality, and customer satisfaction.

Requirements

• Background in email and chat-based customer support, ideally within a software or technology setting.
• Excellent written English, including strong grammar and careful attention to detail.
• Ability to juggle multiple conversations and tasks at once.
• Experience using support ticketing tools and CRM platforms.
• Comfort with basic technical concepts and the ability to learn new software quickly.
• A patient, solution-focused approach with genuine empathy for customers.
• Willingness to work flexible schedules to cover customers in different time zones.

Preferred Qualifications

Experience supporting SaaS products or troubleshooting software issues is an added advantage. Familiarity with HTML, CSS, or related web technologies is also beneficial. Prior remote or hybrid support experience and multilingual ability will be considered plus points.

Benefits

• Competitive pay with performance-linked incentives.
• Health, dental, and vision coverage.
• Opportunities for learning, growth, and career progression.
• Flexible schedules and the option to work remotely.
• A supportive, inclusive workplace culture built around innovation and collaboration.
• Access to modern tools and technologies to support your work.