Technical Support Agent- SaaS & Integrations at Influx

Technical Support Agent- SaaS & Integrations at Influx | Iko Kazi

About the role:

We're looking for a Technical Support Agent who enjoys solving complex technical problems and helping people navigate them. You'll troubleshoot issues across Gmail, Outlook, Apple Mail/iCloud, calendars, and platform integrations, identify the root cause, and guide customers through clear, step-by-step solutions.
This role is ideal for someone with strong technical reasoning who can work independently, communicate confidently in English, and determine whether an issue sits with Google, Microsoft, Apple, the platform itself, or the integration between them.

Key Responsibilities

Troubleshoot technical issues involving Gmail, Outlook, Apple Mail/iCloud, calendars, and platform integrations.
Identify the root cause of issues across different systems, platforms, and integrations.
Investigate account settings, permissions, authentication, synchronization, and configuration issues.
Guide customers through troubleshooting steps such as disconnecting and reconnecting accounts, updating settings, re-authenticating integrations, and resolving email or calendar sync issues.
Provide clear and professional voice and written support to customers with different levels of technical knowledge.
Research and resolve unfamiliar issues using documentation, videos, internal resources, and other tools.
Document troubleshooting steps and resolutions accurately.
Take ownership of issues and resolve them independently, escalating to engineering only when necessary.

Requirements & Qualifications

C1 English proficiency, with excellent spoken and written communication skills.
Diploma or degree in IT, Information Systems, Computer Science, or a related field.
Previous technical support experience, preferably in a SaaS, software, or technology environment.
Understanding of how Gmail, Outlook, Apple Mail/iCloud, and calendar tools integrate and synchronize with other platforms.
Strong understanding of technical settings, configurations, permissions, and integrations.
Strong logical reasoning and problem-solving skills, with the ability to identify the root cause of complex issues.
Confident providing voice support and explaining technical concepts clearly without unnecessary jargon.

Highly Preferred Qualification

Hands-on Apple and iCloud troubleshooting experience, including Apple Mail, iCloud accounts, Apple settings, and email or calendar synchronization.

Nice-to-Haves / Bonus

Strong knowledge of iOS and macOS.
Access to Apple devices such as an iPhone or Mac for testing configurations and replicating customer issues.
Experience troubleshooting Apple Mail/iCloud email and calendar synchronization.
Experience supporting multiple operating systems and third-party integrations.
Familiarity with authentication, account permissions, OAuth-style integrations, synchronization, and common email/calendar configuration issues.

What We're Looking For

Clear Communicator: You can explain technical processes simply and confidently, without overwhelming customers with jargon.
Highly Analytical: You enjoy breaking complex problems down and figuring out where the issue actually originates.
Resourceful: You're comfortable learning independently through documentation, videos, and other resources when you encounter something unfamiliar.
Patient & Customer-Focused: You can calmly guide non-technical users through troubleshooting, step by step.
Strong Ownership: You take responsibility for finding solutions rather than immediately passing issues to someone else.
Quick Learner: You're comfortable working across multiple platforms and learning new systems quickly.

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.