Customer Support Specialist

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eFlexervices

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

Gegründet 2001

☁️ SaaS

SaaS

eFlexervices ist eine webbasierte Serviceplattform. Die einzige verfügbare Information ist eine Website-Nachricht, die angibt, dass die Seite (Geteflex) JavaScript benötigt, um zu funktionieren. Das Unternehmen scheint also eine Online-Anwendung oder ein Portal zu betreiben. Es stehen nicht genügend öffentliche Details zur Verfügung, um sich auf den Produktfokus, die Zielkunden oder Branchen zu fokussieren, außer dass es sich um eine Webanwendung handelt. eFlexervices bietet vermutlich Software, die über das Web bereitgestellt wird (SaaS), aber weitere Einzelheiten sind aus dem bereitgestellten Auszug nicht verfügbar.

Beschreibung

• 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, high-touch 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 End-to-End Jira Lifecycle: Create detailed Jira tickets for every bug, feature request, or issue. Ensure all tickets include vital context: customer name, product area ( Edge Delivery / Protect / ID ), severity, and reproduction steps. • Intelligent Escalation: Triage incoming issues based on urgency—immediately flagging P0 (Site-Down) issues to Engineering via Slack while ensuring P1 (Functionality) issues are assigned within the same business day. • Ownership & Momentum: Keep tickets moving by following up with the engineering team when tasks stall, ensuring no customer-reported issue "falls through the cracks." • Onboarding & Implementation Support Guide the Merchant Journey: Walk new merchants through the onboarding checklist, including kickoff scheduling, technical setup tracking, and A/B test launch coordination. • Technical Provisioning: Execute specific technical tasks such as creating TXT records via the Nostra portal and coordinating confirmations with the sales and implementation teams. • Milestone Tracking: Maintain the onboarding tracker for all active accounts to ensure customers hit their go-live milestones on schedule. • Reporting & Operational Health Daily Syncs: Provide a "standup-style" daily update in internal Slack channels to highlight urgent items or in-flight tasks. • Weekly Digests: Prepare and deliver a Friday report covering tickets opened/closed, onboarding statuses, and any flagged customer health concerns. • CRM Maintenance: Keep a real-time "Customer Health Snapshot" updated within HubSpot or shared internal sheets to ensure the leadership team has full visibility.

🎯 Anforderungen

• 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 Ticketing & CRM: Proficient experience in using Jira and HubSpot . • Collaboration Tools: Expert-level familiarity with Slack and Google Workspace . • Technical Literacy: Ability to understand technical terminology (e.g., TXT records, A/B testing, Edge Delivery) to accurately categorize issues for engineers. • Core Competencies 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).

🏖️ Vorteile

• 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.