Technical Client Success Specialist

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🔥 15 hours ago

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eFlexervices

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2001

☁️ SaaS

SaaS

eFlexervices is a web-based service platform; the only available text is a website message indicating the site (Geteflex) requires JavaScript to function, so the company appears to operate an online application or portal. There is insufficient public detail to determine the product focus, target customers, or industry verticals beyond being a web application. eFlexervices likely provides software delivered via the web (SaaS), but further specifics are unavailable from the provided snippet.

📋 Description

• High-Velocity Customer Communication: Act as the First Line of Response, serve as the primary point of contact for e-commerce merchant partners, providing immediate support via Slack (primary) and email (secondary). • Maintain the "5-Minute Standard": Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm response. • Uphold Brand Voice: Ensure all communications are professional, empathetic, and consistent with Nostra’s friendly and reliable tone. • Incident Management & Triage: Create detailed Jira tickets for every bug, feature request, or issue and triage incoming issues based on urgency. • Onboarding & Implementation Support: Guide the Merchant Journey and execute specific technical tasks such as creating TXT records via the Nostra portal. • Reporting & Operational Health: Provide a daily update in internal Slack channels and prepare weekly digests covering tickets opened/closed and onboarding statuses.

🎯 Requirements

• 2+ years of experience in a customer-facing role, preferably within a SaaS, B2B, or E-commerce environment. • Proven track record of managing high-volume communication (Slack-heavy workflows are a plus). • Technical Proficiencies: Proficient experience in using Jira and HubSpot. • Expert-level familiarity with Slack and Google Workspace. • Ability to understand technical terminology (e.g., TXT records, A/B testing, Edge Delivery) to accurately categorize issues for engineers. • Hyper-Responsiveness: A "speed-to-lead" mindset with the ability to maintain a 5-minute response time without sacrificing quality. • Proactive Organization: An "inbox zero" mentality and the instinct to follow up on stalled tasks before they become problems. • Communication Excellence: Exceptional written English skills, with the ability to translate complex internal updates into warm, professional customer-facing messages. • Triage Skills: The ability to stay calm under pressure and accurately assess the severity of an issue (P0 vs. P2).

🏖️ Benefits

• Living Our Values: We don't just talk the talk; we walk the walk. From learning and personal growth to caring deeply about our team and clients, our values are the compass guiding our vibrant workplace. • Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements. • Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds. • Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance. • Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.