Technical Support Agent

Hi, we’re Influx! We’re a growing and profitable startup providing customer support for brands and tech companies on-demand, 24/7, every day of the year. To achieve this, our operation includes agents and managers working around the globe. Our head office is in Australia, and we currently have more than 1000+ people around the world.

About the role:

Are you the go-to person when someone’s computer acts up? Do you enjoy solving tech problems and helping people stay connected and productive? If so, we’d love to meet you!

Influx is looking for a tech-savvy, eager-to-learn individual in Indonesia/Philippines to join our team as a Tech Agent - General IT Support. You’ll be tasked with providing essential support and assistance to customers through various platforms.

You’ll be the first point of contact for users experiencing technical issues, helping them troubleshoot and resolve everyday IT challenges.

In this role, you will:

• Handling access or authentication- related issues, including Single Sign-On (SSO)
• Provide basic helpdesk support.
• 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.
• Troubleshoot hardware, software, and network issues
• Set up user accounts, hardware, and applications
• Assist with system updates and routine maintenance
• Escalate complex issues to the appropriate teams when necessary
• Providing exceptional customer service (solving customer problems, answering customer questions confidently) 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.

This is a work-from-home role with occasional meetups and events with other team members!

What we’re looking for:

• Minimum 1 yr experience in helpdesk support is a must.
• Experience in handling SAP level 1 support would be a bonus.
• Outstanding fluency in English (having an IELTS/TOEFL Score is preferable)
• High level of confidence to communicate with native English speakers.
• Organized with strong communication skills, able to effectively share information with both technical and non-technical audiences.
• Strong problem-solving and troubleshooting skills with basic understanding of computer systems, mobile devices, and common troubleshooting methods.
• Basic knowledge of operating systems (Windows, macOS, or mobile devices)
• Willingness to learn and develop skills in technical support and remote device management.
• Friendly, patient, and customer-focused attitude

What we offer:

• Work from home (WFH) arrangement.
• 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.
• An international team.
• Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
• Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.

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
• Focus on the facts

If this sounds interesting to you, join us by clicking on Apply! Fresh graduates are also welcome to apply :)

Employment type: Full-time only, 44 hours per week.

IMPORTANT NOTES:

• This role is only open to applicants from Indonesia/ Philippines.
• Influx never asks candidates to make any payment throughout the entire recruitment process.
• Successful candidates will be contacted only through email ending with @influx.com