Customer Service / Technical Support Representative

Who we are:

Stable. Supportive. Success-driven. eFlexervices is a premier BPO company with a 25-year track record of excellence. We don't just fill seats; we invest in human potential. We are dedicated to finding the perfect fit for your skills and helping you optimize your career performance. If you're looking for a company that values exceptional quality and operates on a foundation of trust, you belong at eFlex.

What we are looking for:

Are you ready to take your expertise to the next level? At eFlexervices, we're not just hiring for a Technical / Customer Support Representative – we're empowering your talent to deliver quality and performance. Join us in shaping success and making an impact that truly matters.

We are looking for a competent and expert Technical / Customer Support Representative who will deal with and communicate with C-level clients. You will act as a liaison, provide product/service information, answer queries, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

What you’ll be doing:

Client Support & Relationship Management

• Support eFlex’s US accounts by answering customer support tickets primarily via email, maintaining exceptional written communication standards.
• Conduct ongoing Zoom video and screen-sharing calls with high-profile B2B clients to share best practices, communicate updates, and strengthen key relationships.
• Maintain professional video self-presentation standards during all client-facing interactions.

Technical Support & Root-Cause Troubleshooting

• Identify, research, and resolve complex software, website, and platform errors through to client satisfaction.
• Translate technical concepts into clear, actionable, and easy-to-understand troubleshooting steps for clients.
• Investigate product bugs by asking open-ended questions to get to the root of the matter, escalating unresolved issues to internal teams when necessary.

Documentation, Knowledge & Operations

• Accurately log, track, and update client interactions, support tickets, and software issues in Salesforce.
• Advocate for the customer by documenting feedback and sharing actionable insights with client stakeholders.
• Produce self-help resources, including knowledge base content, video snippets, and user guides.

Qualifications and Requirements:

• At least 1 year of Technical / Customer Support Representative experience in the BPO industry, with a focus on software products.
• Hands-on experience navigating CRM tools (Salesforce experience is a plus).
• Proficiency and confidence in conducting live screen-sharing sessions with clients.
• Exceptional written and verbal English communication skills, with the ability to speak clearly and persuasively across both positive and high-stress situations.
• Attention to detail and strong documentation instincts.
• Strong organizational and time-management skills to effectively prioritize tasks in a fast-paced environment.
• Critical and creative thinking skills, with the ability to thrive in ambiguous situations.
• Proactive attitude with a willingness to take on greater responsibility and contribute to team goals.

Benefits and Perks:

At eFlex, we're not just a workplace – we're a community of playmakers, committed to fostering growth, learning, and personal connections. Here's what's in store for you:

• 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.

Ready to embark on an enriching journey? Join the eFlex family and experience a workplace that values your individuality and success. Let's thrive together!