{"id":100538,"date":"2026-07-10T19:55:53","date_gmt":"2026-07-10T19:55:53","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/customer-support-agent-saas-and-voip\/"},"modified":"2026-07-10T19:55:53","modified_gmt":"2026-07-10T19:55:53","slug":"customer-support-agent-saas-and-voip","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/nairobi\/customer-support-agent-saas-and-voip\/","title":{"rendered":"Customer Support Agent (SaaS and VoIP)"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Customer Support Agent (SaaS and VoIP)\", \"description\": \"Role Overview\\nWe 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.\\nThe 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.\\nRequirements for the role\\nFeel free to apply if you meet 2-3 of the following requirements\\nAt least 6 months of previous experience in customer support, help desk, or contact center environments.\\nExcellent written English communication skills, with the ability to communicate clearly and professionally through chat and email.\\nStrong troubleshooting and analytical skills with the ability to identify root causes instead of relying only on scripts.\\nExperience supporting SaaS products, cloud-based platforms, VoIP solutions, or technology products is highly preferred.\\nStrong empathy and a customer-first mindset with a passion for helping users.\\nAbility to simplify technical concepts and explain solutions in a clear and easy-to-understand way.\\nComfortable working in a fast-paced, remote environment while managing multiple customer requests.\\nStrong attention to detail with accurate documentation and follow-up skills.\\nNice to Have\\nZendesk proficiency\\nFamiliarity 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.\\nKnowledge of phone systems, integrations, and messaging platforms\\nExperience in a startup or rapidly changing technology environment.\\nKey Responsibilities\\nProvide customer support through Chat and Email channels.\\nManage, prioritize, and resolve incoming customer requests efficiently.\\nTroubleshoot issues related to:\\nAccount setup and configuration\\nBilling inquiries\\nPhone number porting\\nCall routing and communication workflows\\nAI features and third-party integrations\\nTranslate technical information into clear, customer-friendly explanations.\\nAim for One-Contact Resolution OCR by solving customer issues effectively.\\nCollect, categorize, and share customer feedback with internal product, design, and engineering teams.\\nMaintain accurate customer records and ticket documentation.\\nCollaborate with teammates and managers to deliver a high-quality customer experience.\\nMeet performance expectations related to:\\nFirst Contact Resolution FCR\\nCustomer Satisfaction Score CSAT\\nAverage Handle Time AHT\\nFirst Response Time FRT\\nQuality Assurance\\nSoft Skills\\nCritical Thinking: Ability to identify issues and provide clear feedback\\nStrong Written Communication Skills: Experience with emails and live chat is preferred\\nProactive 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.\\nTechnical Requirements BYOD\\nLaptop no Chromebook or Linux OS\\nMinimum Intel Core i5 processor or equivalent\\nMinimum 8GB RAM\\nWindows or Mac operating system\\nHigh-speed wired internet connection: minimum 50 Mbps download and upload\\nQuiet and dedicated workspace suitable for remote customer support\\nContract & Schedule\\nContract details: 3 months renewable contract\\n100% Remote position\\nSupport coverage may include flexible schedules depending on business needs\", \"datePosted\": \"2026-07-09\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"Influx\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nairobi\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-07-23T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> Influx<\/p>\n<p><strong>Location:<\/strong> Nairobi<\/p>\n<p><strong>Job Type:<\/strong> Contract , Full Time , Remote<\/p>\n<p><strong>Apply Before:<\/strong> 2026-07-23<\/p>\n<h3>Job Description<\/h3>\n<p>Role Overview<br \/>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.<br \/>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.<br \/>Requirements for the role<br \/>Feel free to apply if you meet 2-3 of the following requirements<br \/>At least 6 months of previous experience in customer support, help desk, or contact center environments.<br \/>Excellent written English communication skills, with the ability to communicate clearly and professionally through chat and email.<br \/>Strong troubleshooting and analytical skills with the ability to identify root causes instead of relying only on scripts.<br \/>Experience supporting SaaS products, cloud-based platforms, VoIP solutions, or technology products is highly preferred.<br \/>Strong empathy and a customer-first mindset with a passion for helping users.<br \/>Ability to simplify technical concepts and explain solutions in a clear and easy-to-understand way.<br \/>Comfortable working in a fast-paced, remote environment while managing multiple customer requests.<br \/>Strong attention to detail with accurate documentation and follow-up skills.<br \/>Nice to Have<br \/>Zendesk proficiency<br \/>Familiarity with North American telecommunications carriers, porting, regulations, such as AT&#038;T, Verizon, and T-Mobile US. Experience with CRM, ticketing systems, or customer support platforms.<br \/>Knowledge of phone systems, integrations, and messaging platforms<br \/>Experience in a startup or rapidly changing technology environment.<br \/>Key Responsibilities<br \/>Provide customer support through Chat and Email channels.<br \/>Manage, prioritize, and resolve incoming customer requests efficiently.<br \/>Troubleshoot issues related to:<br \/>Account setup and configuration<br \/>Billing inquiries<br \/>Phone number porting<br \/>Call routing and communication workflows<br \/>AI features and third-party integrations<br \/>Translate technical information into clear, customer-friendly explanations.<br \/>Aim for One-Contact Resolution OCR by solving customer issues effectively.<br \/>Collect, categorize, and share customer feedback with internal product, design, and engineering teams.<br \/>Maintain accurate customer records and ticket documentation.<br \/>Collaborate with teammates and managers to deliver a high-quality customer experience.<br \/>Meet performance expectations related to:<br \/>First Contact Resolution FCR<br \/>Customer Satisfaction Score CSAT<br \/>Average Handle Time AHT<br \/>First Response Time FRT<br \/>Quality Assurance<br \/>Soft Skills<br \/>Critical Thinking: Ability to identify issues and provide clear feedback<br \/>Strong Written Communication Skills: Experience with emails and live chat is preferred<br \/>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.<br \/>Technical Requirements BYOD<br \/>Laptop no Chromebook or Linux OS<br \/>Minimum Intel Core i5 processor or equivalent<br \/>Minimum 8GB RAM<br \/>Windows or Mac operating system<br \/>High-speed wired internet connection: minimum 50 Mbps download and upload<br \/>Quiet and dedicated workspace suitable for remote customer support<br \/>Contract &#038; Schedule<br \/>Contract details: 3 months renewable contract<br \/>100% Remote position<br \/>Support coverage may include flexible schedules depending on business needs<\/p>\n<h3>How to Apply<\/h3>\n<p>Interested and qualified? Go to Influx on influx.typeform.com to apply<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"https:\/\/www.myjobmag.co.ke\/apply-now\/1274028\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: MyJobMag<\/small><\/p>\n<p><!-- job-expiry: 2026-07-23 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: Influx Location: Nairobi Job Type: Contract , Full Time , Remote Apply Before: 2026-07-23 Job Description Role OverviewWe 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[1408,1409],"tags":[1889,2093,1413,1412],"class_list":["post-100538","post","type-post","status-publish","format-standard","hentry","category-jobs","category-nairobi","tag-contract-full-time-remote","tag-influx","tag-job-listing","tag-myjobmag"],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/100538","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/comments?post=100538"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/100538\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=100538"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=100538"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=100538"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}