Technical Support Agent

Influx is looking to expand its team with experienced and driven Tech Support agents and a potential Team Lead to support our client in the IT sector. This fully remote role will challenge your technical skills, test your leadership abilities, and enhance your experience. You will work closely with overseas teams to assist in troubleshooting and day-to-day operations.

Position Overview

We are looking for someone who will be providing essential support and assistance to customers through various platforms

Our ideal candidates are tech-savvy, forward-thinking, and eager to make an impact.

Key Responsibilities:

• Provide first-level technical support to clients, responding to inquiries and issues in a timely and efficient manner
• Provide troubleshooting and device management, including setup and enrollment.
• 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.
• Collaborate with stakeholders and manage team dynamics effectively.
• Work flexibly across various time zones, including evening training sessions with our CEO team in Australia (for the first 3-6 months).

Requirements:

• Education: Bachelor’s or Associate Degree qualifications are preferred but not required if you have a combination of work experience and certification in Information Technology or a related field.
• Experience: Minimum 2 years in the tech field, preferably with exposure to cybersecurity, coding, or software engineering.
• Leadership maturity with stakeholder management experience.
• High level of confidence in communicating with native English speakers.
• Minimum laptop specifications: Intel Core i5 with 8 GB RAM (can be macOS or Windows)

Desirable skills (not required):

• Familiarity with Microsoft Intune, including performing tasks like device enrolment, profile configuration etc.

Skills:

- Strong self-confidence, quick learning ability, and adaptability.

- Decisiveness, resilience, and reliability.

- Interest in tech and a passion for growth in the industry.

Additional Details:

- Schedule: Initial training will involve evening sessions for the first 3 to 6 months, after which working hours will align with American time zones.

- Flexibility: Must be available for various time zones (8 hours shifts)

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.
• PTOs and leaves after 1 year
• Successful candidates will have the opportunity to interact directly with clients and gain invaluable exposure to innovative IT practices.

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

Ready to work on a tech support team to success? Apply now by completing our application and start your journey with Influx.