Customer Support Specialist
INVICTA SOFTWARE
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $42,600 - $62,700 per year
About the role
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingsoftware supportcustomer supportproduct demonstrationstechnical problem-solvingsupport documentationsoftware development processes
Soft Skills
customer satisfactioncommunicationempathypatienceproblem-solvingprioritizationcollaboration