Influx is hiring a Technical Support Agent to resolve customer inquiries, troubleshoot technical issues, and deliver exceptional service across digital channels.
About the Role
- As a Technical Support Agent, you will be the first point of contact
for merchants, troubleshooting a wide range of complex issues within the
e-commerce landscape. You will play a crucial role in diagnosing technical
failures that are not immediately evident in a user interface.
Key Responsibilities
- Respond to customer inquiries via email, chat, and other
communication channels.
- Troubleshoot and resolve issues involving API debugging and web
platforms (e.g., Shopify, Stripe).
- Retrieve and analyze payloads to identify root causes of failed
requests.
- Thrive in a dynamic e-commerce landscape where product features,
shipping rules, and customs requirements are subject to frequent changes.
- Log and manage support tickets with high accountability and
attention to detail.
- Collaborate with engineering teams by identifying not just what is
malfunctioning, but why.
- Contribute to internal knowledge bases and support documentation.
Requirements &
Qualifications
Education
& Background:
- Required: Educational background in Information Technology (focused
on Software, Systems, or Computer Science rather than hardware).
- Required: Proven experience in technical support, specifically
involving API troubleshooting and debugging.
- Experience in a SaaS support environment is highly beneficial.
- Familiarity with the Shopify ecosystem or other e-commerce platforms
is highly desirable.
Technical
Competencies:
- API Mastery: Proficiency with tools like Postman or Insomnia is
essential for this role.
- Log Analysis: Ability to read system logs (e.g., New Relic) to
extract insights.
- SQL Proficiency: Ability to run fundamental SQL queries for data
diagnosis.
- E-commerce Knowledge: Familiarity with the Shopify ecosystem or
shipping/customs APIs is a strong advantage.
Soft
Skills:
- Excellent English communication (spoken and written).
- An empathetic, customer-first mindset.
- A “Truth Seeking” approach to investigating issues thoroughly.
- Strong working memory and the ability to build complex mental models
of systems.
Work
Environment and Setup
- Reliable and fast internet connection (30 Mbps minimum).
- A quiet and distraction-free workspace.
- Desktop/laptop with 8GB RAM minimum.
What We Offer
- Work from home (WFH) arrangement.
- A supportive, high-performance environment that values life outside
work.
- Comprehensive training and exposure to international brands.
- Employment Type: Full-time only, 44 hours per week.
- Shift: Standard 9:00 AM US time (4 PM- 11 PM KE time), with the
possibility of moving to a later shift.
How We Operate / Our
Values:
- Treat others as you would like to be treated
- Do what you say you’re going to do. Show, don’t tell!
- Prioritize the listener
- Truth seeking
How to Apply
