Information TechnologyFull-TimeJunior-level(1-2 yrs)
Job Description
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. We are seeking a Technical Support Agent to join our international team. This role requires a blend of problem-solving skills, clear communication, and a dedication to delivering excellent customer service. You will handle customer inquiries, troubleshoot technical issues, and ensure that support requests are managed within established Service Level Agreements (SLAs).
Responsibilities
Handle approximately 100 tickets per day.
Provide basic helpdesk support to clients.
Document solutions and procedures in knowledge bases (KBs) and FAQs, maintaining and updating them regularly.
Ensure support requests are handled within established Service Level Agreements (SLAs), keeping client satisfaction a priority.
Analyse logs and identify important issues for problem-solving or escalation to higher levels.
Set up user accounts, update system credits, and perform data clean-ups.
Assist with system improvements through timely sharing of user feedback and insights.
Escalate complex issues to the appropriate teams when necessary.
Provide exceptional customer service by solving customer problems and answering questions confidently through excellent English communication.
Requirements
Experience: Minimum 2 years of experience in tech support is mandatory.
Education: BA/BSc/HND qualification.
Technical Background: General tech background through work experience and/or training in General IT.
Code Analysis: Ability to analyse code and identify errors (not necessarily a coder) is a key advantage.
AI & Modern Tech: General understanding of LLMs, AI functions, and troubleshooting skills.
Hardware: Ability to evaluate hardware conditions.
Software: Experience working with Plain helpdesk is preferred but not mandatory.
Language: High level of confidence to communicate with native English speakers.
Availability: Be flexible and available to take extra shifts, including weekends. The role involves 44 hours per week.
Skills and Attributes
Fast learner, excellent at multitasking, and keen on detail.
Tech-savvy with the ability to perform basic troubleshooting.
Organized with strong communication skills for both technical and non-technical audiences.
Friendly, patient, and customer-focused attitude.
Ability to think on your feet and empathize with customers.
Benefits
Work from home (WFH) arrangement.
A supportive, collaborative, and high-performance environment.
Exposure to international clients with high standards of excellence.
Comprehensive training and opportunities to learn from high-performing colleagues.
Interested and qualified candidates should apply by visiting the following link: https://www.myjobmag.co.ke/apply-now/1207088. This will redirect you to the official Influx application page on influx.com.
