Influx provides Support as a Service for brands and tech companies. This includes an entire operation available on demand: agents, management, training, QA, data, and insights. Key Responsibilities: Acknowledge and resolve customer complaints, requests, and issues effectively and efficiently. Provide accurate information about our products and services to customers. Troubleshoot and resolve technical issues customers may encounter with our products. Escalate unresolved issues to the appropriate internal teams and follow up to ensure timely resolution. Maintain a positive, empathetic, and professional attitude toward customers at all times. Collaborate with other departments to ensure a seamless customer experience. Keep accurate records of customer interactions, transactions, comments, and complaints. Identify and escalate trends of compounding customer issues, such as product outages. Guides users through App installations, Activation flows, and common platform challenges Communicates with a warm, empathetic tone aligned with brand values. Utilizes internal documentation to resolve inquiries or escalate when necessary. Requirements High Empathy Experience in a direct-to-consumer or technology company. Familiarity and experience with troubleshooting software technologies – such as Software-as-a-Service, web apps, mobile apps, etc Familiarity and experience with troubleshooting TV-related technologies — such as HDMI, cable standards, and Multi-Service Operators (MSOs) Proficiency in using help desk software and CRM systems for example, HubSpot Service Hub. Familiarity with a technology solution that is dependent on both hardware and software components (i.e. Smart Cameras, Smart Doorbells, etc) Someone who works with minimal micromanagement while still achieving or exceeding the targets set Someone who will not have attendance and or adherence issues that will lead to accountability conversations Someone who is solution-driven while practicing self-directed learning Someone receptive to feedback while focusing on the best version of themself Proven customer support experience or experience in a similar role Excellent written and verbal English communication skills. Strong problem-solving skills and the ability to think critically. Ability to multitask, prioritize, and manage time effectively. Ability to adapt and thrive in a fast-paced environment. Technical Requirements (BYOD) Internet Speed of 50 - 55 Mbps / Upload Speed 50 - 55 Mbps System: Windows 10 or more. 32-bit operating system. RAM 8GB or more Processors - Intel Core i5 or up. Laptop - Bring your Own Device (No Chromebook, Linux OS, or Desktop) Wired headset Quiet working environment. Job Type: Full-time, remote This role reports directly to the Customer Service Team Leader We are currently only recruiting from Kenya for this role.