340 Troubleshooting Technical Issues jobs in Kenya

Help Desk

KES1200000 - KES2400000 Y BINAA

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Job Position: Help Desk & Marketing Officer

Department: Marketing

Reports to: Marketing Manager

Job Summary:

The Help Desk & Marketing Officer will serve as the first point of contact for visitors and tenants within the BINAA building, ensuring an engaging and seamless experience for all stakeholders. They will play a vital role in guiding foot traffic, promoting tenant businesses, overseeing building marketing initiatives, and maintaining strong tenant relations. Additionally, they will support leasing efforts by showcasing available retail spaces and ensuring the building remains an attractive commercial destination.

Key Responsibilities:

1. Promotion of BINAA Ecosystem & Tenant Businesses

  • Educate visitors on the BINAA concept, ensuring they understand it as a one-stop destination for home and building solutions.
  • Actively promote tenant businesses by informing customers about special offers, services, and exclusive products.
  • Closely, work with the marketing team to execute promotional strategies to increase building footfall and drive business to tenants.
  • Assist in planning seasonal campaigns, festive promotions and community events to boost foot traffic.

2. Visitor Engagement & Foot Traffic Management

  • Greet and assist visitors, directing them to the appropriate businesses or services within the BINAA building.
  • Direct customers looking for building solutions and fixtures primarily to the BINAA showroom while providing supplementary referrals to other tenants.
  • Actively manage and document visitor traffic, gathering data to assess peak hours, visitor demographics, and engagement levels.
  • Implement visitor feedback mechanisms to continuously improve customer experience.
  • Provide maps, directories, and promotional materials to visitors for easy navigation.

Qualifications & Skills:

  • Diploma or bachelor's degree in marketing, business administration, or a related field.
  • Strong interpersonal and communication skills with a welcoming and professional demeanor.
  • Experience in customer service, marketing, or retail management is an added advantage.
  • Ability to multitask and manage visitor inquiries while executing marketing responsibilities.
  • Strong organizational and problem-solving skills.
  • Proficiency in MS Office, customer service tools, and basic data reporting systems.
  • Familiarity with social media and digital marketing trends is a plus.

Work Environment & Expectations:

  • The role is front-facing and requires the officer to be stationed at the help desk with periodic movement around the building.
  • Flexibility in working hours may be required during expos, promotional events, and peak shopping seasons.
  • The officer should maintain a customer-centric and solution-oriented approach to interactions.
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Senior Customer Support Lead, Technical Issues

30100 Tuwan KES300000 Annually WhatJobs

Posted 18 days ago

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Job Description

full-time
Our client, a rapidly growing technology firm, is looking for an experienced and empathetic Senior Customer Support Lead to manage their fully remote customer service team. This role is integral to ensuring exceptional customer satisfaction by resolving complex technical issues and guiding the support team through challenging inquiries. The ideal candidate will have a strong background in technical support, excellent leadership qualities, and a passion for customer advocacy. You will be responsible for training and mentoring support agents, developing support documentation, analyzing customer feedback, and escalating critical issues to product and engineering teams. This position demands excellent communication skills, problem-solving abilities, and the capacity to thrive in a dynamic, remote work environment.

Key Responsibilities:
  • Lead and mentor a team of remote customer support agents, providing guidance and motivation.
  • Handle escalated customer support issues, ensuring timely and effective resolution.
  • Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
  • Monitor support channels (email, chat, phone) and ensure adherence to service level agreements (SLAs).
  • Analyze customer feedback and support trends to identify areas for product and service improvement.
  • Collaborate with product, engineering, and sales teams to relay customer insights and resolve complex issues.
  • Train new support agents on products, procedures, and best practices.
  • Develop and implement quality assurance processes for customer interactions.
  • Contribute to the continuous improvement of customer support tools and workflows.
  • Champion customer needs and act as a voice of the customer within the organization.

Qualifications:
  • Bachelor's degree in a related field or equivalent practical experience.
  • Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or senior role.
  • Proven experience in troubleshooting technical issues with software or hardware products.
  • Excellent problem-solving and analytical skills.
  • Strong written and verbal communication skills, with the ability to explain technical concepts clearly.
  • Demonstrated leadership and team management capabilities.
  • Experience with customer support platforms (e.g., Zendesk, Salesforce Service Cloud).
  • Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
  • Patient, empathetic, and customer-focused attitude.
  • Experience in developing training materials and documentation.

This fully remote position offers an exciting opportunity to lead a vital function within a forward-thinking company. You will have the flexibility to work from your preferred location while making a significant impact on customer success. Our company has a strong presence near Eldoret, Kenya , but this role is entirely remote, allowing for global talent acquisition.
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Customer Support Lead - Technical Issues

10101 Nyeri Town KES95000 Annually WhatJobs

Posted 1 day ago

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full-time
Our client is seeking an experienced and empathetic Customer Support Lead to manage their technical support team. This role is instrumental in ensuring exceptional customer service by overseeing daily operations, resolving complex customer issues, and driving continuous improvement within the support function. The ideal candidate will possess a strong blend of leadership skills, technical aptitude, and a passion for customer advocacy. You will be responsible for mentoring and training support agents, setting performance benchmarks, and ensuring adherence to service level agreements (SLAs).

Key duties include handling escalated customer inquiries, providing detailed troubleshooting guidance for technical problems, and collaborating with engineering and product teams to address recurring issues and improve product stability. You will also be involved in developing and updating support documentation, including FAQs, knowledge base articles, and troubleshooting guides. A crucial part of this role is analyzing customer feedback and support metrics to identify trends, pinpoint areas of concern, and implement strategies to enhance the overall customer experience. The Customer Support Lead will also play a key role in developing and refining customer support policies and procedures. This position requires excellent communication skills, both written and verbal, as well as strong organizational and problem-solving abilities. You will work closely with management to report on team performance, customer satisfaction levels, and operational efficiency. This role offers a hybrid work arrangement, combining the flexibility of remote work with the collaborative benefits of in-office team engagement. Experience in managing a customer support team, particularly in a technical environment, is essential. You should be adept at fostering a positive team culture and motivating individuals to deliver outstanding service.

Responsibilities:
  • Lead, mentor, and manage a team of customer support representatives.
  • Handle and resolve escalated customer technical issues and complaints.
  • Develop and implement customer support policies and procedures.
  • Monitor and analyze customer support metrics to ensure service excellence.
  • Collaborate with other departments to resolve product issues and improve customer satisfaction.
  • Create and maintain a comprehensive knowledge base and support documentation.
  • Train and onboard new customer support staff.
  • Foster a positive and productive team environment.
This is a fantastic opportunity for a dedicated professional to make a significant impact on customer satisfaction and contribute to the growth of a respected organization.
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Senior Customer Support Specialist, Technical Issues

10100 Nyeri Town KES300000 Annually WhatJobs remove_red_eye View All

Posted 8 days ago

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full-time
Our client, a rapidly expanding technology company, is seeking a highly skilled and empathetic Senior Customer Support Specialist to join their fully remote customer service team. This role is critical in providing exceptional technical support to our diverse customer base. You will be responsible for troubleshooting complex technical issues, guiding customers through solutions, and ensuring a high level of customer satisfaction. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and a deep understanding of our products/services. As a remote-first organization, we empower our team members to excel from anywhere in Kenya, providing the tools and support necessary for success.

Responsibilities:
  • Provide expert-level technical assistance and troubleshooting for customer inquiries via various channels, including email, chat, and phone.
  • Diagnose and resolve complex technical issues related to software, hardware, or service configurations.
  • Guide customers through product functionalities and troubleshooting steps with patience and clarity.
  • Document customer interactions, issues, and resolutions accurately in our CRM system.
  • Identify recurring technical issues and provide feedback to product development and engineering teams for continuous improvement.
  • Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
  • Escalate unresolved issues to higher-level support or specialized teams when necessary, ensuring prompt follow-up.
  • Train and mentor junior customer support representatives on technical aspects and best practices.
  • Contribute to the development and implementation of support policies and procedures.
  • Actively participate in team meetings and contribute to a collaborative and supportive remote work environment.
  • Monitor customer feedback and satisfaction metrics, striving to exceed expectations.

Qualifications:
  • High school diploma or equivalent; a Bachelor's degree in a technical field is a plus.
  • Minimum of 3 years of experience in a technical customer support role, preferably within the tech industry.
  • Proven ability to troubleshoot and resolve complex technical problems efficiently.
  • Excellent communication (written and verbal), interpersonal, and active listening skills.
  • Strong understanding of common operating systems, software applications, and hardware troubleshooting.
  • Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
  • Ability to explain technical concepts to non-technical users clearly and concisely.
  • Patience, empathy, and a customer-centric approach.
  • Self-motivated and able to work independently in a remote setting, managing time effectively.
  • A proactive approach to learning about new technologies and product updates.

This is an exciting remote opportunity to join a growing team and make a real difference in customer experience from your home office in Nyeri, Nyeri, KE .
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Remote Customer Success Advocate - Technical Support

01001 Mangu KES50000 Annually WhatJobs

Posted 15 days ago

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full-time
Our client is seeking a dedicated and empathetic Customer Success Advocate to provide exceptional remote technical support. This position is integral to ensuring our users have a seamless experience with our products and services. As a remote-first team member, you will be the primary point of contact for customers experiencing technical challenges, offering timely and effective solutions through various communication channels including chat, email, and phone. You will delve into complex issues, troubleshoot software and hardware problems, and guide users through resolutions, ensuring a high level of customer satisfaction. The role requires a proactive approach to identifying recurring issues and contributing to the knowledge base with comprehensive solutions.

Key Responsibilities:
  • Respond to customer inquiries and technical issues via remote channels promptly and professionally.
  • Diagnose and resolve software and hardware problems, guiding users through step-by-step solutions.
  • Escalate complex issues to senior support teams or relevant departments when necessary.
  • Document all customer interactions and resolutions in the CRM system accurately.
  • Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
  • Provide feedback to product development teams on recurring issues and potential improvements.
  • Proactively engage with customers to ensure their needs are met and to enhance their overall experience.
  • Stay updated on product features, updates, and industry best practices.
  • Identify opportunities to upsell or cross-sell services based on customer needs and interactions.

Qualifications:
  • Proven experience in a customer service or technical support role.
  • Strong understanding of common software and hardware troubleshooting techniques.
  • Excellent problem-solving and analytical skills.
  • Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
  • Proficiency with CRM software and remote support tools.
  • Ability to multitask and manage time effectively in a fast-paced remote environment.
  • A patient and customer-centric attitude.
  • Experience in the (specific industry relevant to the fictional client) sector is a plus.
  • High school diploma or equivalent; technical certifications are advantageous.
This is a fantastic opportunity to join a forward-thinking company in a fully remote capacity, supporting customers from **Machakos, Machakos, KE** and beyond.
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Remote HVAC Technician - Technical Support Specialist

50100 Moiben KES5000 Daily WhatJobs

Posted 6 days ago

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contractor
Our client, a leading provider of industrial equipment and maintenance services, is looking for a highly skilled and experienced Remote HVAC Technician to join their technical support division. This position is entirely remote, allowing you to utilize your extensive knowledge of heating, ventilation, and air conditioning systems to provide expert assistance to clients and field technicians nationwide. You will be responsible for diagnosing complex HVAC issues remotely, guiding on-site personnel through troubleshooting procedures, and recommending appropriate repair or replacement strategies. Your role will involve analyzing diagnostic data, interpreting technical manuals, and communicating technical information clearly and concisely through various remote channels, including phone, video conferencing, and specialized support software. The ideal candidate will possess a strong background in HVAC system design, installation, and repair, with at least 5 years of hands-on experience. Relevant certifications (e.g., EPA Section 608) are highly desirable. Exceptional problem-solving abilities, a keen diagnostic eye, and the capacity to explain intricate technical concepts to individuals with varying levels of expertise are crucial. You must be comfortable working independently, managing your workload efficiently, and providing timely support to ensure minimal disruption for clients. A proactive approach to identifying recurring issues and contributing to the development of knowledge base articles and best practice guides will be highly valued. This remote role requires excellent communication and interpersonal skills, along with a deep understanding of HVAC equipment from various manufacturers. Join a company that values technical expertise and offers a flexible, remote work environment. This is a unique opportunity to apply your HVAC skills in a challenging and rewarding support capacity, impacting client satisfaction and operational efficiency. The role is associated with the operational hub of Kakamega, Kakamega, KE .
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Remote Lead HVAC Systems Technician - Technical Support

80202 Shella KES480000 Annually WhatJobs

Posted 21 days ago

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full-time
Our client is seeking a highly skilled and experienced Lead HVAC Systems Technician to join their global support team in a fully remote capacity. In this critical role, you will be the primary technical point of contact for complex HVAC system issues reported from various client sites. You will be responsible for remotely diagnosing, troubleshooting, and providing expert guidance to on-site technicians, ensuring optimal performance and longevity of HVAC installations. Your duties will include analyzing system performance data, reviewing diagnostic reports, interpreting technical schematics, and developing detailed repair strategies. You will leverage your extensive knowledge of various HVAC equipment, refrigeration cycles, control systems, and building management systems (BMS) to provide accurate and timely solutions. This role requires exceptional problem-solving skills, the ability to work autonomously, and excellent communication abilities to articulate technical solutions to both technical and non-technical personnel. You will also contribute to the development of training materials and best practice guides for field technicians, aimed at enhancing their diagnostic capabilities. The successful candidate will be adept at using remote diagnostic tools, interpreting sensor data, and recommending preventative maintenance schedules based on performance trends. A key focus will be on ensuring compliance with all relevant safety standards and environmental regulations. This is an opportunity to shape the maintenance strategies for critical infrastructure from a distance, directly impacting operational efficiency and client satisfaction. While the role is fully remote, the context involves supporting installations primarily in the **Malindi, Kilifi, KE** region. A minimum of 5 years of hands-on experience in HVAC system installation, maintenance, and repair is mandatory, along with a strong understanding of electrical and mechanical principles related to HVAC. Relevant certifications (e.g., EPA Universal, NATE) are highly advantageous. You will be expected to manage multiple complex cases simultaneously and maintain detailed records of all support activities. This position requires a proactive and analytical mindset, with a passion for resolving challenging technical problems in the building services sector.
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Remote Lead Field Service Technician - Technical Support

20117 Naivasha, Rift Valley KES180000 Annually WhatJobs

Posted 11 days ago

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full-time
Our client is seeking a highly skilled and experienced Lead Field Service Technician to join their remote technical support team. This critical role involves providing expert-level remote troubleshooting, guidance, and technical support to field technicians and end-users on complex machinery and equipment. You will be instrumental in diagnosing issues, developing solutions, and ensuring the optimal performance and uptime of client systems. The ideal candidate will possess deep technical expertise, excellent problem-solving skills, and the ability to communicate intricate technical information clearly and effectively in a virtual setting.

Key Responsibilities:
  • Provide advanced remote technical support and troubleshooting for complex mechanical, electrical, and software systems.
  • Diagnose equipment malfunctions and failures using diagnostic tools and remote access software.
  • Develop clear, step-by-step repair and maintenance procedures for field technicians.
  • Guide and mentor field service technicians remotely, enhancing their technical capabilities.
  • Analyze recurring technical issues and propose preventative maintenance strategies.
  • Create and update technical documentation, including user manuals, service guides, and troubleshooting databases.
  • Collaborate with engineering and product development teams to provide feedback on product performance and identify areas for improvement.
  • Manage escalations and resolve complex technical problems efficiently.
  • Ensure adherence to safety protocols and best practices during all service interventions.
  • Track service requests, resolutions, and customer feedback using the CRM system.
  • Develop training materials and deliver remote training sessions to field staff and clients.
  • Maintain a high level of technical expertise on the company's product line.
  • Contribute to the development of remote support strategies and tools.
  • Communicate effectively with internal departments and external clients regarding technical matters.
  • Oversee the quality of remote technical assistance provided by the team.

Qualifications:
  • Minimum of 7 years of experience in field service, technical support, or a related role, with a focus on complex equipment.
  • In-depth knowledge of mechanical, electrical, and software systems relevant to the industry.
  • Proven ability to troubleshoot and diagnose complex technical issues remotely.
  • Excellent communication, presentation, and interpersonal skills, with the ability to explain technical concepts to diverse audiences.
  • Proficiency in using remote diagnostic tools, CRM software, and technical documentation platforms.
  • Strong analytical and problem-solving skills.
  • Ability to work independently and manage multiple priorities in a demanding remote environment.
  • Relevant technical certifications or an Associate's/Bachelor's degree in a technical field (e.g., Engineering, Electronics).
  • Experience in leading or mentoring technical teams is essential.
  • Familiarity with project management principles.
  • Adaptability and a strong desire to learn new technologies.
  • Previous experience in a remote technical support role is highly desirable.
This is a fully remote position, offering the flexibility to work from your home office. Our client is committed to providing a robust remote work environment with the necessary technological resources and support for success. You will have the autonomy to manage complex technical challenges and contribute significantly to client satisfaction and equipment reliability.
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Senior Technical Office Architect

KES1200000 - KES2400000 Y Tatu City

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The Senior Technical Office Architect
will oversee all architectural coordination and documentation within the project's Technical Office at Tatu City. This office-based leadership role ensures that architectural design integrity, quality, and technical precision are maintained throughout the review, coordination, and construction phases.

The position requires a technically astute architect with exceptional attention to detail, deep knowledge of construction systems and materials, and a proven ability to manage complex architectural packages for high-quality, large-scale developments.

Key Responsibilities
Shop Drawing & Submittal Management

  • Lead the detailed review of all architectural shop drawings submitted by the contractor, including complex systems such as façades, curtain walls, waterproofing, roofing, and high-end interior fit-out and joinery packages.
  • Validate that shop drawings fully align with the approved design intent, specifications, performance criteria, and material standards.
  • Oversee the review and approval of all architectural material submittals, samples, and mock-ups prior to procurement and installation.
  • Coordinate architectural shop drawings with structural and MEP submissions to identify and resolve clashes in openings, ceiling voids, service routes, and structural interfaces.

Technical Coordination & Design Integrity

  • Manage the Request for Information (RFI) process for all architectural matters, ensuring clear and timely coordination between contractors and consultants.
  • Act as the primary technical liaison between the lead architect and contractor's technical teams to resolve design and constructability issues.
  • Review contractor-proposed Method Statements and Inspection and Test Plans (ITPs) for architectural works, ensuring compliance with project standards.
  • Serve as the custodian of the project's architectural design integrity, safeguarding aesthetics and technical quality throughout pre-construction and construction stages.

Documentation & Reporting

  • Maintain a comprehensive and up-to-date register of all architectural drawings, submittals, RFIs, and specifications.
  • Ensure the site supervision team has access to the latest approved and fully coordinated "Issued for Construction" drawings.
  • Support the preparation of accurate and complete as-built drawings and documentation at project completion

Requirements
Hard Skills & Experience

  • Bachelor's or Master's degree in Architecture from a recognized university.
  • 10-15 years of post-qualification experience, with a strong focus on technical delivery, detailing, and documentation for large-scale projects.
  • Professional registration as an Architect (e.g., RIBA, AIA, or equivalent) is highly advantageous.
  • Significant experience with international contractors, façade specialists, or major architectural/engineering consultancies.
  • Proven experience in managing technical coordination for high-rise, mixed-use, or complex building projects.
  • Expert knowledge of building envelope systems, waterproofing, façade engineering, and high-quality interior finishes.
  • Advanced proficiency in Revit and AutoCAD for model interrogation and drawing review.
  • Strong familiarity with international building codes and standards related to performance, fire safety, and accessibility.

Soft Skills

  • Attention to Detail: Exceptional precision in technical review, with the ability to identify even minor discrepancies or potential coordination issues.
  • Problem-Solving: Skilled in developing practical and buildable solutions while maintaining design intent.
  • Communication: Strong written and visual communication skills for clear and concise technical commentary.
  • Organization: Excellent document management and time-management abilities to handle large volumes of complex documentation.
  • Integrity: Committed to maintaining design quality and technical standards under schedule and commercial pressures.
  • Leadership: Capable of guiding junior staff, leading technical review meetings, and coordinating effectively with consultants and contractors.
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Technical Support Representative

KES1200000 - KES2400000 Y Influx

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Overview

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 customers, troubleshooting a wide range of complex issues that arise in online commerce. You'll be working on a unique blend of customer service and light technical tasks to ensure smooth operations for our clients.

In this role, you will:

  • Respond to customer inquiries via email, chat, and other communication channels.
  • Troubleshoot and resolve a wide range of issues which on the "hard" end of the spectrum involve debugging APIs and web platforms ("stripe", "shopify" and so on)
  • Log and manage support tickets with a high degree of conscientiousness and attention to detail.
  • Maintain a clear understanding of the client's business and operating model (e.g., e-commerce, shipping systems) to effectively address issues.
  • Collaborate with internal teams to escalate complex issues as needed.

What You'll Need

Technical Competencies:

  • Proven experience understanding and troubleshooting complex problems and systems
  • Familiarity with using
    Postman for API troubleshooting
    is a plus.
  • Ability to
    read log files
    and
    basic scripting knowledge
    is an advantage.
  • Basic
    SQL skills
    are also a nice-to-have.

Soft Skills:

  • Excellent English communication (spoken and written)
  • Ability to simplify technical explanations
  • Patience, empathy, and active listening
  • Problem-solving
  • Leadership capabilities are a plus.
  • We're looking for bright, quick learners with a strong working memory

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, 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.

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

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 @
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