Customer Support Specialist

Role Overview

• Provide outstanding technical and product support to customers via multiple channels.
• Resolve inquiries efficiently while maintaining a high level of customer satisfaction.
• Collaborate with internal teams to communicate customer feedback and contribute to product improvements.
• Maintain detailed records of customer interactions and support activities.
• Respond promptly and professionally to customer questions, issues, and requests through email, chat, and phone.
• Diagnose and troubleshoot software-related problems, guiding customers through solutions.
• Document support cases accurately, ensuring clear communication and follow-up.
• Identify trends in customer feedback and escalate recurring issues to the product and development teams.
• Assist with onboarding new customers by providing product demonstrations and training resources.
• Maintain up-to-date knowledge of Invicta Software products, features, and updates.
• Contribute to the creation and improvement of support documentation and FAQs.

Requirements

• Proven experience in customer support, preferably within the software or technology sector.
• Strong problem-solving skills and the ability to explain technical concepts clearly.
• Excellent written and verbal communication skills in English.
• Familiarity with CRM software and support ticketing systems.
• Ability to manage multiple tasks and prioritize effectively in a dynamic environment.
• Empathy and patience when dealing with customers of diverse backgrounds and technical expertise.
• Basic understanding of software development processes is a plus.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance plans.
• Flexible work hours and remote work options.
• Professional development opportunities and access to training resources.
• Inclusive and supportive company culture focused on growth and collaboration.
• Paid time off and company holidays.