Technical Support Agent Job Influx, Nairobi, Kenya
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.
Key Responsibilities
- 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.
Requirements & Qualifications
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
How to Apply
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