Influx provides Support as a Service for brands and tech companies. This includes an entire operation available on demand: agents, management, training, QA, data, and insights. This is a full-time, remote role reporting directly to the Customer Service Team Leader. We are currently only recruiting from Kenya for this role.
Key Responsibilities
Acknowledge and resolve customer complaints, requests, and issues effectively and efficiently.
Provide accurate information about our products and services to customers.
Troubleshoot and resolve technical issues customers may encounter with our products.
Escalate unresolved issues to the appropriate internal teams and follow up to ensure timely resolution.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Collaborate with other departments to ensure a seamless customer experience.
Keep accurate records of customer interactions, transactions, comments, and complaints.
Identify and escalate trends of compounding customer issues, such as product outages.
Guides users through App installations, Activation flows, and common platform challenges.
Communicates with a warm, empathetic tone aligned with brand values.
Utilizes internal documentation to resolve inquiries or escalate when necessary.
Requirements and Qualifications
Education: BA/BSc/HND degree.
Experience: Proven customer support experience or experience in a similar role within a direct-to-consumer or technology company.
Soft Skills: High empathy, receptive to feedback, solution-driven, and capable of working with minimal micromanagement.
Technical Knowledge: Familiarity and experience with troubleshooting software technologies (SaaS, web apps, mobile apps) and TV-related technologies (HDMI, cable standards, MSOs).
Tools: Proficiency in using help desk software and CRM systems such as HubSpot Service Hub.
Hardware/Software: Experience with solutions dependent on both hardware and software components (e.g., Smart Cameras, Smart Doorbells).
Communication: Excellent written and verbal English communication skills.
Productivity: Strong problem-solving skills, critical thinking, ability to multitask, and time management.
Technical Requirements (BYOD)
Device: Laptop (No Chromebook, Linux OS, or Desktop).
System: Windows 10 or more (32-bit operating system).
RAM: 8GB or more.
Processor: Intel Core i5 or higher.
Internet: Speed of 50 - 55 Mbps Upload/Download.
Accessories: Wired headset.
Environment: Quiet working environment.
How to Apply
Interested and qualified candidates should apply online via the Influx application form. You can access the application page directly by following this link: https://www.myjobmag.co.ke/apply-now/1216065.
How to Apply
Interested and qualified candidates should apply online via the Influx application form. You can access the application page directly by following this link: https://www.myjobmag.co.ke/apply-now/1216065.
