Company: Influx
Location: Nairobi
Job Type: Contract , Full Time , Remote
Apply Before: 2026-07-23
Job Description
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.
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.
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.
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
Soft Skills
Critical Thinking: Ability to identify issues and provide clear feedback
Strong Written Communication Skills: 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? Go to Influx on influx.typeform.com to apply
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Source: MyJobMag