Email Response Specialist

About The Role

Invicta Software is seeking a dedicated and detail-oriented Email Response Specialist to join our dynamic team. This role is essential in maintaining strong communication with our clients and partners by providing timely, accurate, and professional email or chat correspondence.

As a key member of our customer engagement team, you will play a vital role in ensuring that inquiries are addressed efficiently, contributing to an exceptional customer experience and supporting the overall success of our company.

Key Objectives

• Manage and respond to incoming emails promptly and professionally.
• Ensure clear, concise, and accurate communication that reflects Invicta Software’s values.
• Collaborate with internal teams to resolve customer issues and provide relevant information.
• Maintain organized records of email or chat interactions and follow-ups.

Responsibilities

• Monitor and respond to a high volume of emails or chats daily, prioritizing urgent and complex inquiries.
• Provide thorough and well-crafted responses that address customer questions, concerns, or requests.
• Identify common issues and escalate them to appropriate departments when necessary.
• Maintain professionalism and a positive tone in all written communications.
• Update and maintain email templates and response guidelines to ensure consistency.
• Track and report on email volumes, response times, and customer satisfaction metrics.
• Continuously improve response processes and suggest enhancements to increase efficiency.

Requirements

• Proven experience in email or chat support, customer service, or a related communication role.
• Exceptional written communication skills with strong attention to detail.
• Ability to manage time effectively and handle multiple email threads simultaneously.
• Familiarity with CRM systems or email management tools is a plus.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Reliable internet connection and a suitable remote work environment.
• Self-motivated with the ability to work independently and as part of a remote team.

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• Experience in the software or technology industry is advantageous but not mandatory.
• Demonstrated ability to learn new software tools quickly.

Benefits

• Flexible remote work schedule promoting work-life balance.
• Competitive compensation package.
• Opportunities for professional development and career growth.
• Collaborative and supportive team culture.
• Access to cutting-edge tools and technology.

Applicants from any U.S. state/city are welcome to apply. Please upload a PDF or Word document resume with your submission.

Key skills/competency

• Email Support
• Chat Support
• Customer Service
• Client Communication
• Problem-Solving
• Customer Engagement
• Written Communication
• Time Management
• CRM Systems
• Documentation