Technical Support Agent

24 hours ago

Nairobi, Nairobi Area, Kenya Influx Full time 90,000 - 120,000 per year

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. Technical Support Agent As a Technical Support Agent, you will be the first point of contact for customers, troubleshooting a wide range of complex issues that arise in online commerce. You'll be working on a unique blend of customer service and light technical tasks to ensure smooth operations for our clients. In this role, you will: Respond to customer inquiries via email, chat, and other communication channels. Troubleshoot and resolve a wide range of issues which on the "hard" end of the spectrum involve debugging APIs and web platforms ("stripe", "shopify" and so on) Log and manage support tickets with a high degree of conscientiousness and attention to detail. Maintain a clear understanding of the client's business and operating model (e.g., e-commerce, shipping systems) to effectively address issues. Collaborate with internal teams to escalate complex issues as needed. What You'll Need Technical Competencies: Proven experience understanding and troubleshooting complex problems and systems Familiarity with using Postman for API troubleshooting is a plus. Ability to read log files and basic scripting knowledge is an advantage. Basic SQL skills are also a nice-to-have.

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