🟠 About Influx
Influx provides customer service for brands and tech companies on demand, 24/7, every day of the year (including holidays). To achieve this, our operations consist of agents and managers working around the globe to meet the company’s objectives.
👥 About the Client
Our client provides an AI-powered cloud business phone system and unified workspace that helps startups and small-to-medium businesses manage business calls, text messaging, and customer communications through one seamless platform.
🎯 Role Overview
We are looking for Customer Support Agents who are customer-focused, tech-savvy, and passionate about solving problems. In this role, you will be the first point of contact for our product with over 90,000+ business users, providing support exclusively through Voice, Chat, and Email channels.
The ideal candidate combines strong written communication skills, technical curiosity, and problem-solving abilities to troubleshoot SaaS and VoIP-related issues while delivering simple, friendly, and effective solutions.
✅ Who We Are Looking For
The ideal candidate should have a combination of relevant customer support experience, strong problem-solving skills, and the core competencies needed to thrive in a fast-paced technical support environment.
💼 Experience & Mindset
- Customer Support Experience: Experience in dedicated customer support, help desk, or contact center environments. Experience in SaaS, VoIP, or tech startups is highly preferred.
- Customer-Centric Mindset: Passionate about helping people, highly empathetic, and able to thrive in fast-paced, fluid remote environments. Remains calm under pressure and treats customer issues as opportunities to build long-term customer loyalty.
- Problem-Solving Instincts: Does not simply follow a script. Uses strong critical thinking, analytical skills, and effective troubleshooting to identify the root cause of customer issues.
- Human-Centric Communication: Demonstrates exceptional written English communication skills and can simplify technical concepts, such as call routing, integrations, SMS delivery, and toll-free verification into clear, friendly, and easy-to-understand explanations.
- Proactive Engagement: Builds confident and transparent customer relationships through clear communication. Willing to go the extra mile to resolve issues, delight customers, and reduce unnecessary follow-ups.
🛠️ Key Responsibilities & Operational Tasks
- Omnichannel Support: Efficiently manage, triage, and process high volumes of incoming customer contacts through live chat and email ticketing systems.
- Technical Troubleshooting: Troubleshoot customer issues related to account setup, billing, phone number porting, call-routing logic, AI features, and third-party integrations.
- Customer Feedback: Collect, tag, and organize customer feedback and relay relevant insights directly to the client’s product, design, and engineering teams.
- Cross-Team Collaboration: Work effectively with peers and managers through team communication tools to contribute to a high-performing, supportive, and collaborative remote environment.
- Continuous Improvement: Identify recurring customer pain points and provide actionable feedback that can help improve products, processes, and the overall customer experience.
🎯 Core Competencies
We are looking for someone who demonstrates the following:
- Customer Ownership: Takes responsibility for moving an issue toward resolution rather than passing customers from team to team (aim for one contact resolution)
- Empathy Under Pressure: Remains calm, patient, and respectful when dealing with frustrated customers.
- Written Clarity: Produces concise, well-structured, grammatically correct responses tailored to the customer’s level of understanding.
- Troubleshooting: Asks effective diagnostic questions, follows logical troubleshooting steps, and distinguishes between known issues, user errors, and situations requiring escalation.
- Adaptability: Learns product updates, policy changes, and new tools quickly and applies them effectively.
- Attention to Detail: Documents cases accurately and handles sensitive customer information responsibly.
- Metric Discipline: Understands and effectively balances key support metrics, including quality, CSAT, first-response time, resolution time, adherence, and productivity.
💻 Technical Requirements (BYOD)
- Laptop (no Chromebook or Linux OS)
- Minimum Intel Core i5 processor or equivalent
- Minimum 8GB RAM
- Windows or Mac operating system
- High-speed wired internet connection: minimum 50 Mbps download and upload
- Quiet and dedicated workspace suitable for remote customer support
Background checks
Police clearance certificates are essential for the role, and candidates must be open to previous employer background checks
📌 Contract & Schedule
- Contract details: 3-month renewable contract
- 100% Remote position
- Schedule: 5 days out of any of the 7 days of the week+ Holidays:
- Working hours: 6:00 AM to 4:00 PM PST
⚠️ Important Notes
- Influx never charges any fees during the recruitment process.
- Official communication will only come from emails ending in @influx.com.
🚀 Ready to apply?
Click the application link above and take the next step in your customer experience career!