Influx is a growing and profitable startup that delivers on-demand, 24/7 customer support to high-performing tech companies and global brands. Headquartered in Australia and powered by a team of 1000+ professionals worldwide, we pride ourselves on delivering fast, flexible, and scalable support that meets our clients' exacting standards - every day of the year.
We are currently seeking a highly motivated Support Agent to join our team for a new client project in the e-commerce sector. This is an exciting opportunity to work with a dynamic and innovative brand, providing technical assistance and ensuring a seamless customer experience.
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.
In this role, you will: 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.
What You'll Need 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
If this sounds interesting to you, join us by clicking on Apply!
IMPORTANT NOTES: 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
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