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. This role operates as a crucial first point of contact for customers, focusing on troubleshooting a wide range of complex technical issues that arise in online commerce. You will be engaged in a unique blend of high-quality customer service and specialized technical tasks to ensure smooth operations for clients.
Responsibilities (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 (e.g., Stripe, Shopify).
- 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.
Requirements and Qualifications
Educational Qualification:
- BA/BSc/HND qualification.
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.
Soft Skills:
- Excellent English communication (spoken and written).
- Ability to simplify technical explanations.
- Patience, empathy, and active listening.
- Problem-solving skills.
- Leadership capabilities are a plus.
- We're looking for bright, quick learners with a strong working memory.
Work Environment and Setup (Remote Requirement):
- Reliable and fast internet connection (30 Mbps minimum).
- A quiet and distraction-free workspace.
- Desktop/laptop with 8GB RAM minimum.
