Technical Support Agent
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
What You'll NeedEducation & Background:Required: Educational background in Information Technology (focused on Software, Systems, or Computer Science rather than hardware).Required: Proven experience in technical support, specifically involving API troubleshooting and debugging.Experience in a SaaS support environment is highly beneficial.Familiarity with the Shopify ecosystem or other e-commerce platforms is highly desirable.In this role, you will:Respond to customer inquiries via email, chat, and other communication channels.Troubleshoot and resolve issues involving API debugging and web platforms (e.g., Shopify, Stripe).Retrieve and analyze payloads to identify root causes of failed requests.Thrive in a dynamic e-commerce landscape where product features, shipping rules, and customs requirements are subject to frequent changes.Log and manage support tickets with high accountability and attention to detail.Collaborate with engineering teams by identifying not just what is malfunctioning, but why.Contribute to internal knowledge bases and support documentation.
REQUIRED SKILLS
Communication, Customer support, CRM systems, Customer relations, Customer service, Answering telephones and call management, Written communication
REQUIRED EDUCATION
Diploma, Associate's degree
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