Overview
English Speaking Customer Support Agent (Technical Support Experience) Jobs in Kenya at Influx
Title: English Speaking Customer Support Agent (Technical Support Experience)
Company: Influx
Location: Kenya
Are you passionate about helping customers while solving technical problems? Do you enjoy troubleshooting issues using clear step-by-step processes? If you have strong customer service skills and are comfortable navigating technology, we’d love to hear from you!
Influx is a profitable and growing startup that provides on-demand, 24/7 customer support for leading brands and technology companies around the world. Our global team includes over 1,000 members, and we’re looking for empathetic, detail-oriented, and tech-savvy people to join us.
This is a full-time, work-from-home position (44 hours per week), giving you the flexibility to work remotely from anywhere in Kenya.
What You’ll Do
- Deliver exceptional customer support through email, live chat, and phone.
- Resolve customer enquiries by following established support processes and knowledge base articles.
- Troubleshoot common technical issues such as login and password problems, account access issues, basic product setup and configuration, common application or website errors, connectivity or user-facing issues using guided troubleshooting steps.
- Clearly explain solutions in a professional and customer-friendly manner.
- Accurately document customer interactions and categorize support tickets.
- Escalate complex or non-standard issues to specialized support teams when required.
- Identify recurring customer issues and provide feedback to improve internal processes and documentation.
- Collaborate with team to continuously improve the customer experience.
Who You Are
- Excellent command of English (spoken and written) with solid verbal and written communication skills.
- At least 1 year of experience in Customer Service, Customer Support, Helpdesk, Service Desk, or similar customer-facing roles.
- Comfortable assisting customers with basic technical troubleshooting using structured guides and documented workflows.
- Familiar with common web applications, mobile apps, and online platforms.
- Able to quickly learn new software and navigate multiple systems simultaneously.
- Strong problem-solving skills with the ability to identify issues by following established troubleshooting procedures.
- Calm, patient, and empathetic when supporting customers with technical or service-related concerns.
- Excellent attention to detail and documentation skills.
- Comfortable escalating issues that fall outside documented support procedures.
- Familiarity with CRM or helpdesk platforms (such as Zendesk, Intercom, Freshdesk, Salesforce, HubSpot, or similar) is an advantage.
- Basic understanding of concepts such as user accounts, browsers, passwords, internet connectivity, or software configuration is preferred but not required.
Ideal Background
Candidates may have experience in roles such as:
- Customer Support Representative
- Customer Service Agent
- Helpdesk Agent
- SaaS Customer Support
- E-commerce Customer Support
- BPO Customer Support
- Call Center Customer Service
What We Offer
- 100% remote work
- Collaborative and supportive global environment.
- Exposure to international clients.
- Opportunities for growth and development.
Ideal Work Setup
- System: Windows 10 or above (32-bit) or MacBook (no Chromebook, Linux, or desktop)
- RAM: Minimum 8GB
- Processor: Intel Core i5 or higher
- Internet: 40–50 Mbps (download), 30 Mbps (upload)
- Equipment: Wired headset
- Environment: Quiet, distraction-free workspace
Important Notes
- Influx will never ask candidates for payment during any stage of the recruitment process.
- Successful candidates will only be contacted through email addresses ending with @influx.com.
