English Speaking Customer Support Agent (Technical Support Experience)
Job descriptions & requirements
ABOUT THE COMPANY
Influx is a people-powered business. We're building a company that looks for the overlap between the personal and career ambitions of its staff and the internal opportunities that open up at a high-growth company. Over the last four years, many successful agents have moved into team management, client-facing, QA and other leadership roles.
You can learn more about us at Influx.com!
JOB SUMMARY
RequirementsExcellent command of English (spoken and written) with solid verbal and written communication skills.At least 1 year of experience in Customer Service, Customer Support, Helpdesk, Service Desk, or similar customer-facing roles.Comfortable assisting customers with basic technical troubleshooting using structured guides and documented workflows.Familiar with common web applications, mobile apps, and online platforms.Able to quickly learn new software and navigate multiple systems simultaneously.Strong problem-solving skills with the ability to identify issues by following established troubleshooting procedures.Calm, patient, and empathetic when supporting customers with technical or service-related concerns.Excellent attention to detail and documentation skills.Comfortable escalating issues that fall outside documented support procedures.Familiarity with CRM or helpdesk platforms (such as Zendesk, Intercom, Freshdesk, Salesforce, HubSpot, or similar) is an advantage.Basic understanding of concepts such as user accounts, browsers, passwords, internet connectivity, or software configuration is preferred but not required.ResponsibilitiesDeliver exceptional customer support through email, live chat, and phone.Resolve customer enquiries by following established support processes and knowledge base articles.Troubleshoot common technical issues such as login and password problems, account access issues, basic product setup and configuration, common application or website errors, connectivity or user-facing issues using guided troubleshooting steps.Clearly explain solutions in a professional and customer-friendly manner.Accurately document customer interactions and categorize support tickets.Escalate complex or non-standard issues to specialized support teams when required.Identify recurring customer issues and provide feedback to improve internal processes and documentation.Collaborate with team to continuously improve the customer experience.
REQUIRED SKILLS
Communication, Reporting, Customer support, CRM systems, Customer relations, Customer service, Call center operation (customer support), Answering telephones and call management, Written communication, Interpersonal communication
REQUIRED EDUCATION
Diploma, Associate's degree
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