Influx provides Support as a Service for brands and tech companies. This includes an entire operation available on demand: agents, management, training, QA, data, and insights.
Role Overview
We are looking for Customer Support Agents who are customer-focused, tech-savvy, and passionate about solving problems. In this role, you will be the first point of contact for our product with over 90,000+ business users, providing support exclusively through Chat and Email channels.
The ideal candidate combines strong written communication skills, technical curiosity, and problem-solving abilities to troubleshoot SaaS and VoIP-related issues while delivering simple, friendly, and effective solutions.
Key Responsibilities
- Provide customer support through Chat and Email channels.
- Manage, prioritize, and resolve incoming customer requests efficiently.
- Troubleshoot issues related to:
- Account setup and configuration
- Billing inquiries
- Phone number porting
- Call routing and communication workflows
- AI features and third-party integrations
- Translate technical information into clear, customer-friendly explanations.
- Aim for One-Contact Resolution (OCR) by solving customer issues effectively.
- Collect, categorize, and share customer feedback with internal product, design, and engineering teams.
- Maintain accurate customer records and ticket documentation.
- Collaborate with teammates and managers to deliver a high-quality customer experience.
- Meet performance expectations related to:
- First Contact Resolution (FCR)
- Customer Satisfaction Score (CSAT)
- Average Handle Time (AHT)
- First Response Time (FRT)
- Quality Assurance
Requirements for the Role
Feel free to apply if you meet 2-3 of the following requirements:
- At least 6 months of previous experience in customer support, help desk, or contact center environments.
- Excellent written English communication skills, with the ability to communicate clearly and professionally through chat and email.
- Strong troubleshooting and analytical skills with the ability to identify root causes instead of relying only on scripts.
- Experience supporting SaaS products, cloud-based platforms, VoIP solutions, or technology products is highly preferred.
- Strong empathy and a customer-first mindset with a passion for helping users.
- Ability to simplify technical concepts and explain solutions in a clear and easy-to-understand way.
- Comfortable working in a fast-paced, remote environment while managing multiple customer requests.
- Strong attention to detail with accurate documentation and follow-up skills.
- BA/BSc/HND qualification.
Nice to Have
- Zendesk proficiency.
- Familiarity with North American telecommunications (carriers, porting, regulations), such as AT&T, Verizon, and T-Mobile US.
- Experience with CRM, ticketing systems, or customer support platforms.
- Knowledge of phone systems, integrations, and messaging platforms.
- Experience in a startup or rapidly changing technology environment.
Soft Skills
- Critical Thinking: Ability to identify issues and provide clear feedback.
- Strong Written Communication: Experience with emails and live chat is preferred.
- Proactive Problem Solving: If candidates identify a problem, they must also be able to propose a solution. The client wants people who surface issues rather than wait for direction.
Technical Requirements (BYOD)
- Laptop (no Chromebook or Linux OS)
- Minimum Intel Core i5 processor or equivalent
- Minimum 8GB RAM
- Windows or Mac operating system
- High-speed wired internet connection: minimum 50 Mbps download and upload
- Quiet and dedicated workspace suitable for remote customer support
Contract & Schedule
- Contract details: 3 months renewable contract
- 100% Remote position
- Support coverage may include flexible schedules depending on business needs
How to Apply
Interested and qualified candidates should apply online by visiting the Influx application link: Apply on Influx.
