Email-Chat Support Specialist

🕒 il y a 5 jours

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INVICTA SOFTWARE

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2014

🔒 Cybersecurity

☁️ SaaS

🏢 Entreprise

Cybersecurity • SaaS • Enterprise

INVICTA SOFTWARE est une entreprise proposant une plateforme modulaire de Security Operations (SecOps) entièrement intégrée, qui consolide la gestion des terminaux, la gestion des services informatiques et la cybersécurité en une solution centralisée unique. Sa suite de produits — Invicta ONE, Invicta DESK et Invicta GUARD — offre une détection proactive des menaces alimentée par l'intelligence artificielle et une orchestration automatisée pour relayer des informations, alerter et résoudre les problèmes au sein des services informatiques, de sécurité et d'opérations. L'entreprise commercialise principalement sa plateforme SaaS par l'intermédiaire de partenaires de distribution auprès de structures telles que les écoles et les clients d'entreprises.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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.