Customer Support Agent

About Influx

Influx delivers on-demand customer service for brands and technology companies around the clock, every day of the year, including public holidays. Its global team of agents and managers works across time zones to support the company’s service goals.

About the Client

The client is a worldwide business in the installations space, providing support for installation-related services across several regions.

Role Overview

This opportunity is for a voice-trained customer support professional who can stay accurate, organized, and calm while managing a high volume of calls in a busy, fast-moving setting.

Key Responsibilities

• Support customers through the RingCentral app on installation-related queries.
• Send text updates to installers through RingCentral so customers receive accurate status information.
• Work with schedulers to set and adjust installation appointments.
• Record detailed project information in Quickbase for internal tracking and follow-up.
• Manage around 90 to 120 calls each day, with typical call handling times of 2 to 3 minutes.
• Calmly handle difficult conversations and resolve escalations from upset or frustrated customers.

Candidate Requirements

• Prior voice-based support experience is strongly preferred.
• Strong spoken and written communication ability is essential.
• Fluent, neutral English with a positive and energetic tone is required.
• Attention to detail and consistent follow-up are important.
• The role calls for clear, timely communication.
• Applicants should be resilient, able to handle pressure, and not easily discouraged.
• Fast learning ability and comfort working across multiple browser tabs and tools are needed.
• Candidates must not have known illnesses or breathing conditions that could affect voice performance.
• Reliability, punctuality, and professionalism are expected.
• Availability is required Monday through Friday, 9:00 AM to 5:00 PM EST or 8:00 AM to 4:00 PM CST, in 8-hour shifts.
• Applicants should be prepared for a long-term role, as the client prefers low turnover.

Technical Requirements

• Own a laptop; desktops, Chromebooks, and Linux-based systems are not accepted.
• Windows 10 or newer is required, with a 32-bit operating system.
• The device must have at least 8 GB RAM.
• An Intel Core i5 processor or better is required.
• Internet speed must be 50 to 55 Mbps for both download and upload.
• A wired noise-canceling headset is needed.
• A quiet, dedicated work area is required.

Why This Role

• Join a global and diverse workforce.
• Work with well-known international brands.
• Be part of a fast-growing organization that supports career development.
• Enjoy a collaborative, inclusive, people-first culture.

Important Notes

This position is open only to applicants based in Kenya. There are no recruitment fees at any stage of the hiring process. Official communication will only be sent from email addresses ending in @influx.com. Recruitment is limited to candidates from Kenya.