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Technical Support Agent

Influx
Nairobi, Kenya
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Posted:Sep 26 By:Hiring Kenya

Company Details
Name:Influx
Industry: Telecommunications
Website: https://influx.com/
Description: We build full-service support teams that flex and scale monthly, enabling companies to deliver fast, high-quality support experiences, 24/7. , We operate out of 8 countries to deliver 24/7, fast resolutions for our clients. Our recruiting and management engine can deliver 200+ trained agents in one month. , Companies work with us to scale their support operation quickly while improving key metrics such as response to resolution, CSAT, NPS and revenue per customer. , Our service comes fully managed. We use a three part management system to ensure consistent high performance from all of our agents.
Job Description

° As a Technical Support Agent, you will be the first point of contact for customers, troubleshooting a wide range of complex issues that arise in online commerce. You'll be working on a unique blend of customer service and light technical tasks to ensure smooth operations for our clients.

In this role, you will:

° Respond to customer inquiries via email, chat, and other communication channels.

° Troubleshoot and resolve a wide range of issues which on the “hard” end of the spectrum involve debugging APIs and web platforms (“stripe”, “shopify” and so on)

° Log and manage support tickets with a high degree of conscientiousness and attention to detail.

° Maintain a clear understanding of the client's business and operating model (e.g., e-commerce, shipping systems) to effectively address issues.

° Collaborate with internal teams to escalate complex issues as needed.

What You'll Need

Technical Competencies:

° Proven experience understanding and troubleshooting complex problems and systems

° Familiarity with using Postman for API troubleshooting is a plus.

° Ability to read log files and basic scripting knowledge is an advantage.

° Basic SQL skills are also a nice-to-have.

Education: Degree, Diploma
Employment Type: Full Time
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