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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 age… read morents 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.
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.
Apply Through:
influx.com
To apply for this job please visit influx.com.