Company: Influx
Location: Nairobi
Job Type: Full Time , Remote
Apply Before: 2026-07-28
Job Description
What You’ll Do
Deliver exceptional customer support through email, live chat, and phone.
Resolve customer enquiries by following established support processes and knowledge base articles.
Troubleshoot common technical issues such as login and password problems, account access issues, basic product setup and configuration, common application or website errors, connectivity or user-facing issues using guided troubleshooting steps.
Clearly explain solutions in a professional and customer-friendly manner.
Accurately document customer interactions and categorize support tickets.
Escalate complex or non-standard issues to specialized support teams when required.
Identify recurring customer issues and provide feedback to improve internal processes and documentation.
Collaborate with team to continuously improve the customer experience.
Who You Are
Excellent command of English spoken and written with solid verbal and written communication skills.
At least 1 year of experience in Customer Service, Customer Support, Helpdesk, Service Desk, or similar customer-facing roles.
Comfortable assisting customers with basic technical troubleshooting using structured guides and documented workflows.
Familiar with common web applications, mobile apps, and online platforms.
Able to quickly learn new software and navigate multiple systems simultaneously.
Strong problem-solving skills with the ability to identify issues by following established troubleshooting procedures.
Calm, patient, and empathetic when supporting customers with technical or service-related concerns.
Excellent attention to detail and documentation skills.
Comfortable escalating issues that fall outside documented support procedures.
Familiarity with CRM or helpdesk platforms such as Zendesk, Intercom, Freshdesk, Salesforce, HubSpot, or similar is an advantage.
Basic understanding of concepts such as user accounts, browsers, passwords, internet connectivity, or software configuration is preferred but not required.
Ideal Background
Candidates may have experience in roles such as:
Customer Support Representative
Customer Service Agent
Helpdesk Agent
SaaS Customer Support
E-commerce Customer Support
BPO Customer Support
Call Center Customer Service
What We Offer
100% remote work
Collaborative and supportive global environment.
Exposure to international clients.
Opportunities for growth and development.
Ideal Work Setup
System: Windows 10 or above 32-bit or MacBook
no Chromebook, Linux, or desktop
RAM: Minimum 8GB
Processor: Intel Core i5 or higher
Internet: 40–50 Mbps download, 30 Mbps upload
Equipment: Wired headset
Environment: Quiet, distraction-free workspace
How to Apply
Interested and qualified? Go to Influx on influx.typeform.com to apply
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Source: MyJobMag