Technical Support Agent at Influx

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.

Soft Skills:

• Empathy & Patience – Ability to remain calm and professional while assisting frustrated customers.
• Active Listening – Fully engaging with customers to ensure their concerns are thoroughly understood.
• Effective Communication – Ability to explain technical concepts clearly to non-technical users.
• Positive Attitude – A proactive and optimistic approach to customer interactions.
• Cultural Sensitivity – Ability to communicate effectively with customers from diverse backgrounds.

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!