Chat and Email Support Agent

🔥 3 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $52.2k - $66.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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INVICTA SOFTWARE

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2014

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

Cybersecurity • SaaS • Enterprise

INVICTA SOFTWARE is a company offering a modular, fully integrated Security Operations (SecOps) platform that consolidates endpoint management, IT service management, and cybersecurity into a single centralized solution. Its product suite—Invicta ONE, Invicta DESK and Invicta GUARD—provides AI-driven threat detection and automated orchestration to surface intelligence, alert, and remediate issues across IT, security and operations. The company primarily sells its SaaS platform through channel partners to organizations such as schools and enterprise customers.

📋 Description

• Deliver exceptional customer service through chat and email communication. • Resolve customer inquiries, technical issues, and product-related questions efficiently. • Maintain clear and accurate records of interactions and solutions provided. • Collaborate with internal teams to escalate and resolve complex issues. • Respond promptly and professionally to customer inquiries via chat and email. • Diagnose and troubleshoot technical problems by guiding customers through step-by-step solutions. • Document customer interactions and track issue resolution progress using support tools. • Identify recurring issues and provide feedback to product and development teams. • Ensure customer satisfaction by following up on unresolved issues and providing timely updates. • Adhere to company standards for quality, tone, and response time in all communications.

🎯 Requirements

• Proven experience in customer support, preferably in chat and email environments. • Strong written communication skills with attention to clarity and tone. • Ability to multitask and manage time effectively in a fast-paced setting. • Familiarity with customer support software and ticketing systems. • Basic technical aptitude and ability to learn new software quickly. • Problem-solving mindset with patience and empathy toward customers. • High school diploma or equivalent; additional education or certifications are a plus.

🏖️ Benefits

• Competitive salary with performance-based incentives. • Comprehensive training and ongoing professional development. • Flexible work hours and remote work opportunities. • Supportive team culture focused on growth and innovation. • Access to the latest tools and technologies in customer support.