Technical Support Specialist

Overview:

Hi, we’re Influx! We’re a growing and profitable startup providing customer support for brands and tech companies on-demand, 24/7, every day of the year. To achieve this, our operation includes agents and managers working around the globe. Our head office is in Australia, and we currently have more than 1000+ people around the world.

About the role

Influx is seeking a tech-savvy and enthusiastic individual based in the Philippines to join our team as a Tech Agent. In this role, you'll provide exceptional support and assistance to customers across multiple platforms, ensuring their needs are met with professionalism and expertise.

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In this role, you will:

• Provide first-level technical support to clients, responding to inquiries and issues in a timely and efficient manner
• Provide basic troubleshooting and device management, including setup and enrollment, and escalate complex issues to advanced support as needed
• Monitor system dashboards for alerts and compliance issues
• 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.
• Providing exceptional customer service (solving customer problems, answering customer questions confidently), and voice support 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.

This is a work-from-home role with occasional meetups and events with other team members!

What we’re looking for:

• Outstanding fluency in English (having an IELTS/TOEFL Score is preferable)
• 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.
• Strong problem-solving and troubleshooting skills with basic understanding of computer systems, mobile devices, and common troubleshooting methods.
• Basic knowledge of operating systems (Windows, macOS, or mobile devices)
• Willingness to learn and develop skills in technical support and remote device management.

Desirable skills (not required):

• Familiarity with Microsoft Intune, including performing tasks like device enrolment, profile configuration etc.
• Understanding of network troubleshooting, remote desktop support, and endpoint management.
• Experience using tools such as SCCM or basic scripting (e.g., PowerShell) is a huge plus.

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! Fresh graduates are also welcome to apply :)

Employment type: Full-time only, 44 hours per week.

IMPORTANT NOTES:

• 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