Technical Support Agent
Full time @Influx posted 1 day ago in Customer Care Shortlist Email JobJob Detail
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Experience 2 Years
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Qualifications Degree Bachelor
Job Description
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.
