What You’ll Do:<\/p>\n
\tHandle 100 tickets per day.
\n\tProvide basic helpdesk support.
\n\tDocument solutions and procedures in knowledge bases (KBs) and FAQs, and maintain them by keeping them updated.
\n\tEnsure that support requests are handled within established Service Level Agreements (SLAs), keeping client satisfaction a priority.
\n\tAnalyse logs and pick important issues for problem-solving or escalating to higher levels.
\n\tSet up user accounts, update system credits, and perform data clean-ups.
\n\tAssist with system improvements through timely sharing of user feedback and insights.
\n\tEscalate complex issues to the appropriate teams when necessary.
\n\tProviding exceptional customer service (solving customer problems, answering customer questions confidently) through excellent English communication.<\/p>\n
This role requires a blend of problem-solving skills, clear communication, and a dedication to delivering excellent customer service. To succeed, you\u2019ll need to be able to think on your feet, communicate clearly and effectively, and empathize with customers.<\/p>\n
What We\u2019re Looking For:<\/p>\n
\tMinimum 2 years of experience in tech support is a must.
\n\tBe a fast learner, excellent at multitasking, and keen on detail.
\n\tTech-savvy with the ability to perform basic troubleshooting is a key requirement.
\n\tHave a general tech background, through work experience and\/or training in General IT.
\n\tThe ability to analyse code and pick errors (not necessarily a coder) is a key advantage.
\n\tGeneral understanding of LLMs, AI functions, and troubleshooting skills.
\n\tAbility to evaluate hardware conditions.
\n\tExperience working with Plain helpdesk (preferred but not a must).
\n\tBe flexible and available to take extra shifts, including weekends.
\n\tHigh level of confidence to communicate with native English speakers.
\n\tOrganized with strong communication skills, able to effectively share information with both technical and non-technical audiences.
\n\tWillingness to learn and develop skills in technical support and remote device management.
\n\tFriendly, patient, and customer-focused attitude.<\/p>\n
What we offer:<\/p>\n
\tWork from home (WFH) arrangement.
\n\tA supportive, collaborative, and high-performance environment at work that supports a life outside work.
\n\tA set of international clients with high standards of excellence.
\n\tAn international team.
\n\tComprehensive training to equip you with the knowledge and skills necessary to excel in the role.
\n\tPlenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.<\/p>\n
How We Operate \/ Our Values:<\/p>\n
\tTreat others as you would like to be treated.
\n\tDo what you say you\u2019re going to do. Show don\u2019t tell.
\n\tPrioritize the listener.
\n\tFocus on the facts.<\/p>\n
Employment type: Full-time only, 44 hours per week.<\/p>\n
Apply Through:<\/p>\n
influx.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/influx.com","_company_name":"Influx","_company_website":"https:\/\/influx.com\/","_company_tagline":"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.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[697,693,717],"job-types":[687],"class_list":{"0":"post-94615","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/94615","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=94615"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=94615"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=94615"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=94615"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}