Influx provides Support as a Service for brands and tech companies, offering an entire operation on demand including agents, management, training, QA, data, and insights. In this role, you will be responsible for providing high-quality helpdesk support, troubleshooting technical issues, and ensuring customer satisfaction through clear communication.
Responsibilities
Handle approximately 100 support tickets per day.
Provide basic helpdesk support and maintain technical documentation in knowledge bases (KBs) and FAQs.
Ensure support requests are handled within established Service Level Agreements (SLAs).
Analyze system logs to identify and solve problems or escalate complex issues to higher levels.
Manage user accounts, update system credits, and perform data clean-ups.
Assist with system improvements by sharing user feedback and insights.
Provide exceptional customer service and answer customer queries confidently in English.
Evaluate hardware conditions and assist with remote device management.
Requirements and Qualifications
Minimum 2 years of professional experience in tech support is mandatory.
Educational qualification: BA/BSc/HND.
General IT background through work experience or formal training.
Tech-savvy with strong basic troubleshooting skills.
Ability to analyze code and identify errors (coding skills not strictly required but an advantage).
General understanding of LLMs, AI functions, and troubleshooting.
High level of confidence in communicating with native English speakers (both technical and non-technical audiences).
Flexible and available to work 44 hours per week, including extra shifts and weekends.
Friendly, patient, and customer-focused attitude with excellent multitasking abilities.
Benefits and Culture
Work from home (WFH) arrangement.
Supportive, collaborative, and high-performance international environment.
Opportunities for comprehensive training and professional development.
Work with international clients maintaining high standards of excellence.
