Technical Support Lead - Work From Home (All Parishes)

Influx builds full-service customer support teams that can flex and scale monthly. We enable companies of all sizes to deliver consistent and high-quality service 24/7. Our team is growing and we are looking for highly competent Customer Service Agents for voice support.

• Provide technical support to clients, responding to inquiries and issues in a timely and efficient manner
• Provide troubleshooting and device management, including setup and enrollment.
• 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.
• Collaborate with stakeholders and manage team dynamics effectively.
• Work flexibly across various time zones, including evening training sessions with our client's team in Australia (for the first 3-6 months).

• Education: Bachelor’s or Associate Degree qualifications are preferred but not required if you have a combination of work experience and certification in Information Technology or a related field.
• Experience: Minimum 1 year in the tech field with exposure to cybersecurity, coding, and/or software engineering.
• Preferably has leadership maturity with stakeholder management experience.
• High level of confidence in communicating with native English speakers and international teams.
• Minimum laptop specifications: Intel Core i5 with 8 GB RAM (can be macOS or Windows)

• Familiarity with Microsoft Intune, including performing tasks like device enrollment, profile configuration, etc.

• Strong self-confidence, quick learning ability, and adaptability.
• Decisiveness, resilience, and reliability.
• Interest in tech and a passion for growth in the industry.
• Commitment to a long-term opportunity

• Work from home (WFH) arrangement.
• Attractive bonus scheme.
• A supportive, collaborative, and high-performance environment at work that supports a life outside work.
• A set of international clients with high standards of excellence.
• Growth opportunities as the team scales up.
• Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
• PTOs and leaves after 1 year
• Successful candidates will have the opportunity to interact directly with clients and gain invaluable exposure to innovative IT practices.

• 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
• Focus on the facts