Technical Support Agent

Kenya

Are you the go-to person when someone’s computer acts up? Do you enjoy solving tech problems and helping people stay connected and productive? If so, we’d love to meet you!

We're looking for an individual with general IT knowledge and troubleshooting skills; someone who is eager to learn and based in Kenya to join our team as a Tech Agent - General IT Support. You’ll be tasked with providing essential support and assistance to customers through various platforms. You’ll be the first point of contact for users experiencing technical issues, helping them troubleshoot and resolve everyday IT challenges.

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.

If this sounds interesting to you, join us by clicking on Apply!
Employment type: Full-time only, 44 hours per week.

IMPORTANT NOTES:

This role is only open to applicants from Kenya.
Influx never asks candidates to make any payment throughout the entire recruitment process.
Successful candidates will be contacted only through email ending with @influx.com