Chat Support Associate

About the Role

Invicta Software is looking for a Chat Support Associate to serve as the first point of contact for customers using live chat. In this position, you will help users in real time, resolve questions efficiently, and play a direct role in improving customer satisfaction and loyalty.

This opportunity is well suited to someone who enjoys technology, communicates clearly in writing, and approaches customer issues with a solution-oriented mindset.

Key Objectives

• Provide fast, accurate, and courteous support through chat to create a positive customer experience.
• Help customers with product-related queries, troubleshooting, and issue resolution.
• Work with other teams to escalate and close more complex cases.
• Keep thorough records of conversations and customer feedback so service processes can keep improving.

Responsibilities

• Handle customer messages in live chat with professionalism and a helpful tone.
• Identify and troubleshoot technical problems connected to Invicta Software products.
• Explain product features, updates, and company policies in a clear and simple way.
• Spot opportunities to recommend additional products or services based on customer needs.
• Enter every support interaction accurately into the customer support platform.
• Coordinate with product and engineering teams to share customer feedback and help improve the overall experience.
• Continuously build knowledge of the product, internal policies, and market trends.

Qualifications

• A high school diploma or equivalent is required; an Associate’s or Bachelor’s degree is preferred.
• At least 1 to 2 years of customer support experience, ideally in chat-based or digital support.
• Excellent written English, including strong grammar and spelling.
• Comfort working across several software tools and reference resources at the same time.
• Ability to juggle tasks and manage time well in a busy environment.
• Basic technical understanding and the ability to learn new applications quickly.
• A problem-solving approach with a strong focus on customer satisfaction.
• Availability for a flexible schedule, including occasional evenings or weekends when needed.

Benefits

• Competitive compensation with performance-linked incentives.
• Medical, dental, and vision coverage.
• Paid leave and holiday time off.
• Opportunities to grow professionally and build a long-term career.
• A supportive, inclusive workplace culture.
• Remote working flexibility along with modern collaboration tools.