Customer care Jo At Influx

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Role Overview

We are seeking Customer Support Agents who are customer-focused, tech-savvy, and enthusiastic about solving problems.
As part of this role, you will be the first point of contact for our product, which serves over 90,000+ business users.You will provide support solely through Chat and Email.

The ideal candidate should have strong written communication skills, a curiosity for technology, and the ability to solve problems effectively.
You will be responsible for troubleshooting issues related to SaaS and VoIP products, and you will provide clear, friendly, and helpful solutions.

Requirements for the Role

Please apply if you meet 2-3 of the following:

- At least 6 months of previous experience in customer support, help desk, or contact center roles.

- 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 find root causes rather than relying solely 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

- Proficiency with Zendesk
- 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 is a plus.
- Knowledge of phone systems, integrations, and messaging platforms
- Experience in a startup or fast-paced technology environment

Key Responsibilities

- 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

Soft Skills

- Critical Thinking: Ability to identify issues and provide clear feedback
- Strong Written Communication Skills: Experience with emails and live chat is preferred
- 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

Technical Requirements (BYOD)

- Laptop (no Chromebook or Linux OS)
- Minimum Intel Core i5 processor or equivalent
- Minimum 8GB RAM
- Windows or Mac operating system
- High-speed wired internet connection: minimum 50 Mbps download and upload
- Quiet and dedicated workspace suitable for remote customer support

Contract & Schedule

- Contract details: 3-month renewable contract
- 100% Remote position
- Support coverage may include flexible schedules depending on business needs

Method of Application

Interested and qualified? Go to Influx on influx.typeform.com to apply