Background information about the job or company (e.g., role context, company overview)

Influx provides Support as a Service for brands and tech companies. This includes an entire operation available on demand: agents, management, training, QA, data, and insights.

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.

Responsibilities or duties

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

Qualifications or requirements (e.g., education, skills)

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.

• 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

• Excellent written English communication skills
• Strong troubleshooting and analytical skills
• Ability to simplify technical concepts
• Strong attention to detail
• Zendesk proficiency (Nice to Have)
• Familiarity with North American telecommunications (Nice to Have)
• Experience with CRM, ticketing systems, or customer support platforms (Nice to Have)
• Knowledge of phone systems, integrations, and messaging platforms (Nice to Have)

• At least 6 months of previous experience in customer support, help desk, or contact center environments.
• Experience supporting SaaS products, cloud-based platforms, VoIP solutions, or technology products is highly preferred.
• Strong empathy and a customer-first mindset
• Comfortable working in a fast-paced, remote environment
• BA/BSc/HND (Implied by Qualification field)