Email-Chat Support Specialist

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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

• Provide prompt, accurate, and courteous support to customers via email and live chat channels. • Resolve inquiries, troubleshoot issues, and escalate complex cases efficiently. • Maintain high customer satisfaction by delivering clear and helpful communication. • Collaborate with internal teams to improve product knowledge and customer experience. • Respond to customer questions and concerns through email and chat platforms in a timely manner. • Document all interactions and resolutions accurately in the support ticketing system. • Identify trends and escalate recurring problems to the appropriate teams. • Maintain a professional and empathetic tone in all customer interactions. • Meet or exceed performance metrics related to response time, resolution rates, and customer satisfaction.

🎯 Requirements

• Proven experience in email and chat customer support, preferably in a software or technology environment. • Strong written communication skills with excellent grammar and attention to detail. • Ability to multitask and manage multiple conversations simultaneously. • Familiarity with support ticketing systems and CRM tools. • Basic technical aptitude and ability to quickly learn new software products. • Problem-solving mindset with patience and empathy toward customers. • Availability to work flexible hours as needed to support customers across different time zones.

🏖️ Benefits

• Competitive salary with performance-based incentives. • Comprehensive health, dental, and vision insurance plans. • Opportunities for professional development and career growth. • Flexible work schedules and remote work options. • Supportive and inclusive company culture focused on innovation and teamwork. • Access to the latest tools and technologies to help you succeed.