Technical Support Representative

About Influx

Influx is a growing and profitable global startup that delivers on-demand customer support around the clock for brands and technology companies. Operating 24/7, Influx has a worldwide team exceeding 1000 members, with headquarters based in Australia.

Role Overview

We are seeking a Technical Support Representative with a strong aptitude for resolving intricate technical issues and guiding customers through complex troubleshooting processes. This position focuses on handling problems related to Gmail, Outlook, Apple Mail/iCloud, calendar applications, and platform integrations by determining their root causes and assisting users with clear, stepwise solutions.

Key Duties

• Diagnose and resolve technical problems involving Gmail, Outlook, Apple Mail/iCloud, calendar services, and integration platforms.
• Analyze account configurations, permissions, authentication processes, synchronization, and settings to pinpoint issues.
• Lead customers through troubleshooting methods such as disconnecting/reconnecting accounts, updating configurations, reauthorizing integrations, and fixing email/calendar synchronization challenges.
• Deliver professional verbal and written support to customers with varying technical proficiency.
• Investigate and resolve unfamiliar or complex problems using company documentation, multimedia resources, and internal tools.
• Accurately document the steps taken and solutions found during support cases.
• Take full responsibility for resolving issues independently, escalating to engineering teams only when necessary.

Candidate Requirements

• Proficient in English at a C1 level with outstanding communication skills orally and in writing.
• Possess a diploma or degree in IT, Computer Science, Information Systems, or allied disciplines.
• Previous experience in technical support, preferably within SaaS, software, or technology sectors.
• Well-versed in the integration and synchronization mechanisms of Gmail, Outlook, Apple Mail/iCloud, and calendar tools.
• Strong grasp of technical configurations, account permissions, and integration troubleshooting.
• Exemplary logical thinking and problem-solving aptitude to identify the root cause of technical issues.
• Confidence in providing clear voice support and explaining technical concepts without excessive jargon.

Preferred Expertise

• Practical experience troubleshooting Apple and iCloud environments, including Apple Mail, iCloud accounts, device settings, and email or calendar sync issues.

Additional Desirable Skills

• In-depth understanding of iOS and macOS systems.
• Access to Apple hardware such as iPhones or Macs for replicating customer issues and testing.
• Experience managing support issues across multiple operating systems and third-party integrations.
• Familiarity with OAuth-style authentication, account permission structures, synchronization, and common configuration challenges related to email and calendar platforms.

Desired Personal Attributes

• Ability to convey technical information simply and confidently to customers without overwhelming them.
• Exceptional analytical skills to deconstruct complex problems and find precise origins.
• Resourceful learner comfortable independently acquiring knowledge through documentation and videos.
• Patient and customer-centric approach to guide users in manageable troubleshooting steps.
• Strong sense of ownership to resolve issues fully rather than passing them on prematurely.
• Adaptability and eagerness to learn new software platforms swiftly.

Benefits and Work Environment

• Work remotely from home within Kenya.
• A collaborative, supportive workplace that values work-life balance.
• Opportunity to serve an international clientele with high-quality service expectations.
• Join an international team with comprehensive training to build your expertise.
• Engage with high-performing colleagues in a dynamic and fast-moving environment.

Company Values and Culture

• Respect others as you would expect to be treated.
• Demonstrate integrity by fulfilling commitments—actions speak louder than words.
• Listen attentively and prioritize understanding others' perspectives.
• Maintain focus on factual information in communications and decision-making.

Additional Important Information

• This opportunity is exclusively available to applicants residing in Kenya.
• Influx does not charge any fees during the hiring process.
• Official communications for successful candidates will always be sent from email addresses ending with @influx.com.

Employment Type: Full-time with a 44-hour workweek.