Customer Support Agent (SaaS and VoIP) at Influx

Customer Support Agent (SaaS and VoIP) at Influx – Influx Kenya Job Details

About the Role

Influx is recruiting a Customer Support Agent (SaaS and VoIP) for their Nairobi office. This is a full-time, remote position where you will serve as the primary contact for customers using their platform, which has over 90,000 business users globally. You will handle customer inquiries exclusively through chat and email channels, troubleshooting technical issues and providing clear, practical solutions to SaaS and VoIP-related problems.

The ideal candidate brings strong written communication skills, technical curiosity, and a methodical approach to problem-solving. Rather than relying on scripts, you will diagnose root causes and translate complex technical concepts into language that customers understand. Customer Service jobs in Nairobi are competitive, but this role rewards individuals who combine empathy with analytical thinking and a genuine interest in helping users overcome obstacles.

Key Responsibilities

• Handle incoming customer requests through chat and email channels, managing multiple inquiries with clear prioritisation.
• Troubleshoot and resolve technical issues related to account setup, billing, phone number porting, call routing, and communication workflows.
• Support customers with AI features and third-party integrations, ensuring they understand how to use these tools effectively.
• Work towards first-contact resolution by identifying and fixing issues completely, rather than passing them between departments.
• Document all customer interactions accurately and maintain detailed ticket records for future reference and quality assurance.
• Collect customer feedback and share insights with internal product, design, and engineering teams to inform product improvements.
• Collaborate with teammates and management to maintain consistent service quality across all customer interactions.
• Meet agreed performance standards for first response time, customer satisfaction scores, average handle time, and first-contact resolution rates.

Requirements & Qualifications

• A minimum of six months’ experience in customer support, help desk, or contact centre environments.
• Excellent written English communication skills with the ability to compose clear, professional responses via chat and email.
• Demonstrated troubleshooting and analytical capability, with the ability to identify underlying issues rather than applying generic solutions.
• Prior experience supporting SaaS products, cloud-based platforms, VoIP solutions, or technology products is strongly preferred.
• Ability to simplify and explain technical information in ways that non-technical users can understand and act upon.
• Strong attention to detail, organisational skills, and the ability to maintain accurate documentation and follow-up procedures.
• Comfort working in a remote environment while managing multiple customer requests simultaneously.
• A tertiary qualification (BA, BSc, HND, or equivalent) is preferred.

What to Expect

• A fully remote position with a dedicated workspace and high-speed wired internet connection (minimum 50 Mbps) required. You will need a laptop with at least an Intel Core i5 processor, 8GB RAM, and Windows or Mac operating system.
• A three-month renewable contract with the possibility of extension based on performance and business needs. Schedule flexibility may be required depending on customer support demand.
• Exposure to the VoIP and telecommunications sector, including potential familiarity with North American carriers like AT&T, Verizon, and T-Mobile, depending on your customer interactions. Knowledge of CRM and ticketing systems such as Zendesk is advantageous but not essential.
• This Customer Support Agent (SaaS and VoIP) at Influx position in Nairobi is open to qualified candidates. Click Apply below to submit your application.