Remote Customer service agent

About Influx

Influx provides customer service for brands and tech companies on demand, 24/7, every day of the year (including holidays). To achieve this, our operations consist of agents and managers working around the globe to meet the company’s objectives.

About the Client

Our client provides an AI-powered cloud business phone system and unified workspace that helps startups and small-to-medium businesses manage business calls, text messaging, and customer communications through one seamless platform.

Role Overview

We are looking for Customer Support Agents who are customer-focused, tech-savvy, and passionate about solving problems. In this role, you will be the first point of contact for our product with over 90,000+ business users, providing support exclusively through Chat and Email channels .

The ideal candidate combines strong written communication skills, technical curiosity, and problem-solving abilities to troubleshoot SaaS and VoIP-related issues while delivering simple, friendly, and effective solutions.

✅ Requirements for the role

Feel free to apply if you meet 2-3 of the following requirements

• At least 6 months of previous experience in customer support, help desk, or contact center environments.
• Excellent written English communication skills, with the ability to communicate clearly and professionally through chat and email.
• Strong troubleshooting and analytical skills with the ability to identify root causes instead of relying only on scripts.
• Experience supporting SaaS products, cloud-based platforms, VoIP solutions , or technology products is highly preferred.
• Strong empathy and a customer-first mindset with a passion for helping users.
• Ability to simplify technical concepts and explain solutions in a clear and easy-to-understand way.
• Comfortable working in a fast-paced, remote environment while managing multiple customer requests.
• Strong attention to detail with accurate documentation and follow-up skills.

✨ Nice to Have

• Zendesk proficiency
• Familiarity with North American telecommunications (carriers, porting, regulations), such as AT&T, Verizon, and T-Mobile US. Experience with CRM, ticketing systems, or customer support platforms.
• Knowledge of phone systems, integrations, and messaging platforms
• Experience in a startup or rapidly changing technology environment.

️ Key Responsibilities

• Provide customer support through Chat and Email channels.
• Manage, prioritize, and resolve incoming customer requests efficiently.
• Troubleshoot issues related to:
• Account setup and configuration
• Billing inquiries
• Phone number porting
• Call routing and communication workflows
• AI features and third-party integrations
• Translate technical information into clear, customer-friendly explanations.
• Aim for One-Contact Resolution (OCR) by solving customer issues effectively.
• Collect, categorize, and share customer feedback with internal product, design, and engineering teams.
• Maintain accurate customer records and ticket documentation.
• Collaborate with teammates and managers to deliver a high-quality customer experience.
• Meet performance expectations related to:

1. First Contact Resolution (FCR)
2. Customer Satisfaction Score (CSAT)
3. Average Handle Time (AHT)
4. First Response Time (FRT)
5. Quality Assurance

Soft Skills

• Critical Thinking: Ability to identify issues and provide clear feedback
• Strong Written Communication Skills: Experience with emails and live chat is preferred
• Proactive Problem Solving: If candidates identify a problem, they must also be able to propose a solution. the client wants people who surface issues rather than wait for direction.

Technical Requirements (BYOD)

• Laptop (no Chromebook or Linux OS)
• Minimum Intel Core i5 processor or equivalent
• Minimum 8GB RAM
• Windows or Mac operating system
• High-speed wired internet connection: minimum 50 Mbps download and upload
• Quiet and dedicated workspace suitable for remote customer support

Contract & Schedule

• Contract details: 3 months renewable contract
• 100% Remote position
• Support coverage may include flexible schedules depending on business needs

✨ Why Join Influx?

• Work with a global, diverse team.
• Gain experience supporting innovative AI and SaaS technology solutions.
• Develop your technical customer support skills.
• Collaborate with a fast-growing company focused on career growth and development.
• Join a supportive, inclusive, and people-first culture.

Ready to apply?

Click the application link above and take the next step in your customer experience career!

⚠️ Influx never charges fees during recruitment. Official emails come from @influx.com only.

• Language requirements: English and Spanish
• Application must be submitted in English

Ready? Click the link above and apply today!