Technical Support Agent at Influx

Technical Support Agent at Influx – Influx Kenya Job Details

What You’ll Do:

• Handle 100 tickets per day.
• Provide basic helpdesk support.
• Document solutions and procedures in knowledge bases (KBs) and FAQs, and maintain them by keeping them updated.
• Ensure that support requests are handled within established Service Level Agreements (SLAs), keeping client satisfaction a priority.
• Analyse logs and pick important issues for problem-solving or escalating 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.
• Providing exceptional customer service (solving customer problems, answering customer questions confidently) through excellent English communication.

This role requires a blend of problem-solving skills, clear communication, and a dedication to delivering excellent customer service. To succeed, you’ll need to be able to think on your feet, communicate clearly and effectively, and empathize with customers.

What We’re Looking For:

• Minimum 2 years of experience in tech support is a must.
• Be a fast learner, excellent at multitasking, and keen on detail.
• Tech-savvy with the ability to perform basic troubleshooting is a key requirement.
• Have a general tech background, through work experience and/or training in General IT.
• The ability to analyse code and pick errors (not necessarily a coder) is a key advantage.
• General understanding of LLMs, AI functions, and troubleshooting skills.
• Ability to evaluate hardware conditions.
• Experience working with Plain helpdesk (preferred but not a must).
• Be flexible and available to take extra shifts, including weekends.
• High level of confidence to communicate with native English speakers.
• Organized with strong communication skills, able to effectively share information with both technical and non-technical audiences.
• Willingness to learn and develop skills in technical support and remote device management.
• Friendly, patient, and customer-focused attitude.

What we offer:

• Work from home (WFH) arrangement.
• A supportive, collaborative, and high-performance environment at work that supports a life outside work.
• A set of international clients with high standards of excellence.
• An international team.
• Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
• Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.

How We Operate / Our Values:

• Treat others as you would like to be treated.
• Do what you say you’re going to do. Show don’t tell.
• Prioritize the listener.
• Focus on the facts.

Employment type: Full-time only, 44 hours per week.