Customer Service Representative at Influx

About the job

Tech support Agent

Influx provides customer service for brands and tech companies on-demand, 24/7, every day of the year (including holidays). To achieve this, our operation consists of agents and managers working around the globe to achieve the company’s objectives. Customer Service Representative at Influx

We’re looking for a tech-savvy person, with a proactive approach to troubleshooting and a strong commitment to customer service from Kenya to join our growing team!

Key Responsibilities

Provide first-level technical support to clients, responding to inquiries and issues in a timely and efficient manner.
Provide basic troubleshooting and device management, including setup and enrollment, and escalate complex issues to advanced support as needed
Monitor system dashboards for alerts and compliance issues.
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.
Providing exceptional customer service (solving customer problems, answering customer questions confidently), and voice support 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:

Basic understanding of computer systems, mobile devices, and common technical issues
Great communication skills, able to effectively share information with both technical and non-technical audiences.
Basic knowledge of operating systems (Windows, macOS, or mobile devices)
Willingness to learn and develop skills in technical support and remote device management.

Desirable skills (not required):

Familiarity with Microsoft Intune, including performing tasks like device enrolment, profile configuration, etc.
Understanding of network troubleshooting, remote desktop support, and endpoint management.
Experience using tools such as SCCM or basic scripting (e.g., PowerShell) is a huge plus.

What we offer:

Work from home (WFH) arrangement.
A supportive, collaborative, and high-performance environment at work that supports a life outside work.
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.