Responsibilities


Responsibilities include, but are not limited to:
Providing a high level of customer service to customers via inbound calls and emails
Thoroughly research and reply to requests with a high sense of urgency and professionalism
Ability to troubleshoot and communicate across multiple platforms
Proactive Sales, both to new and existing customers
Constantly evaluate... customer experience and make suggestions to improve customer engagement/satisfaction
Meet or exceed KPIs such as response time and customer satisfaction scores


Benefits


Performance-based incentive
100% remote work
An international and diverse work atmosphere working with different cultures
Experience a culture where everyone belongs. Our team is committed to building an environment that nurtures kindness, creativity, and accountability.


About you?


Your communication style is clear and concise and you’re able to express good empathy and tone across both verbal and nonverbal communication
You have a knack for de-escalating for de-escalating hot interactions and escalations
Passion for helping others
Passion for learning and self-improvement
Committed to working in a full-time position
Someone who works with minimal supervision while still achieving or exceeding the targets set
Someone who is solution-driven while practicing self-directed learning more

About the Role

As a Technical Support Agent, you will:


Diagnose and resolve technical issues for customers across various industries.
Support eCommerce platforms by troubleshooting system issues, integrations, and performance concerns.
Work with APIs, assisting customers in troubleshooting API integrations and system connectivity.
Assist with programming-related inquiries, including... JavaScript & Node.js troubleshooting.
Provide expert support on web development, technical issues, and debugging.
Communicate clearly and effectively via email and chat in fluent English.
Collaborate with team members to improve service delivery and knowledge-sharing.
Ensure a positive customer experience by demonstrating patience, empathy, and professionalism.


Core Technical Skills:


Ecommerce Experience – Prior experience supporting eCommerce platforms, integrations, or troubleshooting online store-related issues is preferred.
API Integration Knowledge – Understanding of how APIs work, debugging API errors, and helping customers resolve API connectivity issues.
Programming Skills – Must be comfortable with JavaScript and Node.js for troubleshooting and customer guidance.
Technical Proficiency – Strong knowledge of IT troubleshooting, web technologies, and problem resolution.
Problem-Solving Skills – Ability to diagnose issues quickly and implement effective solutions under pressure.
Time Management – Ability to prioritize and handle multiple support tickets efficiently.
Knowledge Management – Effective use of internal documentation and resources to resolve issues efficiently.
Continuous Learning – Willingness to stay updated on emerging tech trends and best practices.


Qualifications:


Tertiary qualification in Information Technology, Computer Science, or a related discipline (preferred but not required).
Experience in technical reporting and documentation.
Ability to multitask effectively while handling computer-based work and customer interactions.
1 year of experience in technical support or a helpdesk role is desirable but not required.
We strongly encourage applications from candidates who have both academic and professional experience in the field. Whether you have gained expertise through formal education, self-learning, or practical work experience, we value a diverse range of backgrounds and skills! more

Job Descriptions:


We’re looking for detail-oriented and thoughtful people to join our team. You’ll be tasked with answering customer questions through calls and need to be able to think on your own, communicate clearly and effectively, and empathize with customers who are struggling to solve a problem.


Requirements:


Excellent written and verbal in English (for English speaking... agents) and/or Spanish (if you're applying for Spanish Bilingual).
Strong problem-solving skills.
Sense of humour.


Duties:


Diagnose and solve problems.
Communicate effectively via chats, calls and video calls with our customers.
Coordinate effectively with peers and your manager.
Contribute to a high-performance and friendly workplace culture more

We’re looking for detail-oriented and thoughtful people to join our team.

We’re looking for detail-oriented and thoughtful people to join our team.

We’re looking for detail-oriented and thoughtful people to join our team.

Job Descriptions:


We’re looking for detail-oriented and thoughtful people to join our team. You’ll be tasked with answering customer questions through calls and need to be able to think on your own, communicate clearly and effectively, and empathize with customers who are struggling to solve a problem.


Requirements:


Excellent written and verbal in English (for English speaking... agents) and/or Spanish (if you're applying for Spanish Bilingual).
Strong problem-solving skills.
Sense of humour.


Duties:


Diagnose and solve problems.
Communicate effectively via chats, calls and video calls with our customers.
Coordinate effectively with peers and your manager.
Contribute to a high-performance and friendly workplace culture more

Key Responsibilities


Provide first-level technical support to clients, responding to inquiries and issues in a timely and efficient manner.
Provide basic troubleshooting and device management, including setup and enrollment, and escalate complex issues to advanced support as needed
Monitor system dashboards for alerts and compliance issues.
Document solutions and procedures in... knowledge bases (KBs) and FAQs, and maintain them by keeping them updated.
Ensure that support requests are handled within established Service Level Agreements (SLAs), keeping client satisfaction a priority.
Providing exceptional customer service (solving customer problems, answering customer questions confidently), and voice support through excellent English communication.


This role requires a blend of problem-solving skills, clear communication, and a dedication to delivering excellent customer service. To succeed, you’ll need to be able to think on your feet, communicate clearly and effectively, and empathize with customers.

What we’re looking for:


Education: Bachelor of Computer Science/Information Technology or similar
Adaptability
Teamwork
Agile frameworks
Interpersonal communication skills
WordPress Rest API
PHP, HTML, CSS, SQL Server, No SQL
Status tracking frameworks (Jira and Rally)
Practical knowledge of SQL and database concepts
Solid understanding of cybersecurity principles
Previous experience as a tech agent is a plus. more

RESPONSIBILITIES


Candidate Sourcing: Identify and attract top talent to meet the needs of our clients by leveraging various platforms and tools.
Interviewing and Assessment: Conduct interviews and assess candidates to ensure they meet our client’s requirements and company standards.
Candidate Experience: Provide exceptional support and guidance to candidates throughout the recruitment... process, ensuring a positive experience.
Data Management: Maintain accurate records of candidate interactions, assessments, and recruitment progress, ensuring data integrity and accessibility for reporting and decision-making.
Client Collaboration: Work closely with clients to understand their recruitment needs and deliver tailored solutions.


ABOUT YOU


Experience: You have previous experience in recruitment, with a strong track record of sourcing and placing candidates.
Technical Proficiency: You are proficient with recruitment and communication tools like Slack, LinkedIn, and Google Sheets.
Bilingual: You have exceptional written and verbal communication skills in both German and English.
Interpersonal Skills: You are patient, empathetic, and have a strong ability to build relationships and explain processes clearly.
Detail-Oriented: You have a meticulous approach to managing candidate data and records.


BENEFITS


Remote Work: Enjoy the flexibility of working from home with this full-time remote position.
Global Clients: Work with clients in the USA, EU, and other regions, offering a diverse and dynamic work environment.
Learning Opportunities: Benefit from extensive opportunities to learn from and collaborate with high-performing colleagues.
Career Growth: Join a fast-growing startup with numerous roles and positions to advance your career. more

ESSENTIAL DUTIES


Manage a high volume of Inbound/Outbound Phone, Email & Chat contacts from customers who are calling with questions or need assistance with their issues
Full understanding of how to deliver a positive customer journey whilst maintaining strict call-handling KPIs
Proactively maintaining knowledge, checking, self-educating, and implementing client updates, processes,... guidelines, and policies
Liaison with other departments to resolve customer issues
Communicate effectively and with a positive tone with peers and your manager
Contribute to a high-performance and friendly workplace culture
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customers, clients, and other stakeholders through open and interactive communication
Achieve the client and Influx’s KPIs (Call Handling, Email, Chat, CSAT & QA quotas)
Strong knowledge in understanding the importance of maintaining ownership in handling customer complaints, until you feel it is appropriate to escalate.
Deliver on your promises and obligations to drive an exceptional customer experience


MINIMUM REQUIREMENTS


Minimum 1 year of proven customer support experience or experience as a call center representative
Excellent written and verbal English communication skills, English Language must be clear, with no native accent
Strong problem-solving and negotiation skills as well as the ability to handle a difficult customer call
We operate 24/7 and work on a rotating roster - you must be OK to work weekends on any allocated shift
Empathetic and display the necessary soft skills required for customer support
Ability to take ownership of the situations
Happy to be empowered to work with little supervision
Able to work in a fast-paced environment
Ability to multitask and not get frustrated
Track record of achieving KPIs and delivering strong CSAT scores more

RESPONSIBILITIES

Analyze historical data and trends to forecast future workloads, including call volumes and chat requests, to determine required staffing levels.
Create optimized agent schedules considering factors such as agent availability, skill sets, and service level goals.
Monitor real-time data, such as call volumes and agent adherence to schedules, and make immediate adjustments to... maintain service levels.
Evaluate agent performance data to identify trends, patterns, and areas for improvement, and use this information to optimize schedules and enhance operational efficiency.
Design and implement data visualization tools, and analyze reports on key performance indicators (KPIs) to evaluate performance and make data-driven decisions.

ABOUT YOU

You hold a Bachelor’s degree in Business Administration, Statistics, Mathematics, or a related field.
You have proven experience in workforce management or data analysis within a customer service or BPO environment. (at least 1 year experience)
You are proficient in workforce management software and tools, with knowledge of CS/CRM Helpdesk systems (Salesforce, Genesys, Zendesk, Aircall, Five9, HubSpot, etc.) being a plus.
You possess strong analytical skills and can translate data into actionable insights.
You have advanced proficiency in Excel, Google Sheets, and data visualization tools (Looker Studio, Tableau, Metabase, etc.).
You thrive in a fast-paced environment and can manage multiple priorities.
You have excellent communication and problem-solving abilities. more

ESSENTIAL DUTIES

Manage a high volume of Inbound/Outbound Phone, Email & Chat contacts from customers who are calling with questions or need assistance with their issues
Full understanding of how to deliver a positive customer journey whilst maintaining strict call-handling KPIs
Proactively maintaining knowledge, checking, self-educating, and implementing client updates, processes,... guidelines, and policies
Liaison with other departments to resolve customer issues
Communicate effectively and with a positive tone with peers and your manager
Contribute to a high-performance and friendly workplace culture
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customers, clients, and other stakeholders through open and interactive communication
Achieve the client and Influx’s KPIs (Call Handling, Email, Chat, CSAT & QA quotas)
Strong knowledge in understanding the importance of maintaining ownership in handling customer complaints, until you feel it is appropriate to escalate.
Deliver on your promises and obligations to drive an exceptional customer experience

MINIMUM REQUIREMENTS

Minimum 1 year of proven customer support experience or experience as a call center representative
Excellent written and verbal English communication skills, English Language must be clear, with no native accent
Strong problem-solving and negotiation skills as well as the ability to handle a difficult customer call
We operate 24/7 and work on a rotating roster - you must be OK to work weekends on any allocated shift
Empathetic and display the necessary soft skills required for customer support
Ability to take ownership of the situations
Happy to be empowered to work with little supervision
Able to work in a fast-paced environment
Ability to multitask and not get frustrated
Track record of achieving KPIs and delivering strong CSAT scores more

We’re looking for detail-oriented and thoughtful people to join our growing international team!

Candidates must be able to respond to the needs of customers and provide products/services information to customers via Inbound & Outbound calls, Emails, and Live Chat in a friendly & timely manner.
Evaluate problems and complaints of the callers and resolve any emerging problems that our customer... accounts might face with accuracy and efficiency.

ESSENTIAL DUTIES

Manage a high volume of Inbound/Outbound Phone, Email & Chat contacts from customers who are calling with questions or need assistance with their issues
Full understanding of how to deliver a positive customer journey whilst maintaining strict call-handling KPIs
Proactively maintaining knowledge, checking, self-educating, and implementing client updates, processes, guidelines, and policies.
Liaison with other departments to resolve customer issues
Communicate effectively and with a positive tone with peers and your manager
Contribute to a high-performance and friendly workplace culture
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customers, clients, and other stakeholders through open and interactive communication
Achieve the client and Influx’s KPIs (Call Handling, Email, Chat, CSAT & QA quotas)
Strong knowledge in understanding of the importance of maintaining ownership in handling customer complaints, until you feel it is appropriate to escalate.
Deliver on your promises and obligations to drive an exceptional customer experience,

MINIMUM REQUIREMENTS

Minimum 1-year proven experience as a call center representative in a BPO
Excellent written and verbal English communication skills, English Language must be clear, with no native accent
Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
We operate 24/7 and work on a rotating roster - you must be OK to work weekends on any allocated shift
Empathetic and display the necessary soft skills required for customer support
Ability to take ownership of the situations
Happy to be empowered to work with little supervision
Able to work in a fast-paced environment
Ability to multitask and not get frustrated
Track record of achieving KPIs and delivering strong CSAT scores

INTERNET AND DEVICE REQUIREMENTS

Minimum 15mbps wired internet connection
Minimum i5 processor or i3 processor 6th generation
Minimum 8GB Ram
Wired headset
Quiet working environment
(NO CHROMEBOOKS, NO LINUX OS)

BENEFITS

The flexibility of working from home without having to go to the office
An international and diverse work atmosphere :)
Extensive opportunities to learn from, and work with high-performing colleagues in a fast-paced environment more

RESPONSIBILITIES

You provide exceptional customer service as the primary point of contact for the platform users, responding to inquiries, and resolving issues in a timely and effective manner to ensure user satisfaction.
You leverage platforms such as Zendesk, Airtable, and Notion to manage all customer interactions and maintain accurate records.
You gather and share constructive feedback... from customers to inform product improvements, new feature development, and enhanced user experiences.

ABOUT YOU

You have previous experience delivering exceptional customer service.
You are proficient with support tools like Zendesk, Slack, and Google Sheets.
You are patient and have an empathetic approach to understanding user needs.
You can explain solutions, provide guidance, and build relationships clearly
You have exceptional written and verbal communication skills in English and German more

Duties and Responsibilities

Maintaining a positive, empathetic, and professional attitude towards customers at all times.
Diagnose and solve the customer's problems in German
Communicate effectively via email and chat with our customers
Understand the company’s products so as to answer any questions or concerns
Coordinate effectively with peers and your manager
Contribute to a... high-performance and friendly workplace culture

What we're looking for

Excellent written and verbal English and German communication skills
German proficiency level C1 and above
1 year experience in customer service
An ability to quickly think on your feet
Strong problem-solving skills
Team player * more