eFlexervices

IT Support

• Provide support to employees across all locations via helpdesk, email, and chat.
• Research, diagnose, troubleshoot, and identify solutions to resolve system issues across all Mac & Windows-based computers, mobile devices, and other technology products/applications used.
• Diagnose and provide basic network and VPN support.
• Create and/or maintain user access, accounts, passwords, data integrity, and security across various systems and applications.
• Ensure that leaving employees are offboarded from all systems and applications in a timely manner.
• Conduct audits of applications to verify that access controls are correctly implemented.
• Install and configure computer systems and applications within the company.
• Work with third-party vendors to repair hardware issues.
• Support endpoint security standards (2FA, antivirus, firewall, etc.).
• Ensure that accesses and accounts are all created before the target onboarding date.
• Facilitate onboarding calls with the new employees and ensure proper access and security guidelines are being followed.
• Handles account deactivation for the offboarding users in a timely manner and ensures data is securely suspended.
• Take ownership of the IT project-related tasks.
• Identify infrastructure solutions to enhance the existing setup and ultimately improve the organization.

IT Support Associate

Customer Support

• Serve as the primary point of contact for e-commerce merchant partners, providing immediate, high-touch support via Slack (primary) and email (secondary)
• Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm response
• Create detailed Jira tickets for every bug, feature request, or issue with vital context
• Triage incoming issues based on urgency, flagging P0 issues to Engineering via Slack
• Keep tickets moving by following up with the engineering team
• Walk new merchants through the onboarding checklist and technical setup tracking
• Prepare and deliver weekly reports covering tickets opened/closed and customer health concerns

Customer Support Specialist – B2B Customer Success

Recruitment

• Source and attract candidates for IT and tech positions through various channels and pre-screen applications.
• Conduct outreach through different channels to offer positions to potential candidates.
• Identify and qualify candidates by conducting behavioral interviews.
• Work closely with the executive team and team leads to identify and hire top talent.
• Ensure and maintain a good candidate experience throughout the application process.
• Contribute to designing and leading events to attract talent and drive employment brands.
• Work closely with Hiring Managers, Business Operations teams, and all levels of leadership to present hiring recommendations and close candidates.
• Manage the organization’s career sites and develop programs to maintain a sufficient pool of candidates.
• Coordinate interview scheduling for key stakeholders, interfacing with candidates and department staff, as well as ensuring a positive experience for candidates, new hires, and clients.

Talent Acquisition Specialist

• Act as the primary point of contact for e-commerce merchant partners, providing immediate, high-touch support via Slack (primary) and email (secondary).
• Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm response.
• Create detailed Jira tickets for every bug, feature request, or issue ensuring all tickets include vital context.
• Triage incoming issues based on urgency with intelligent escalation processes.
• Guide new merchants through the onboarding checklist including technical setup tracking and A/B test launch coordination.
• Maintain the onboarding tracker for all active accounts to ensure customers hit their go-live milestones on schedule.
• Prepare and deliver daily and weekly reports summarizing ticket statuses and customer health concerns.

Customer Support Specialist, B2B Customer Success

• General IT and Desktop Support: Provide support to employees across all locations via helpdesk, email, and chat. Research, diagnose, troubleshoot, and identify solutions to resolve system issues across all Mac & Windows-based computers, mobile devices, and other technology products/applications used. Diagnose and provide basic network and VPN support.
• System Access and Application Support: Create and/or maintain user access, accounts, passwords, data integrity, and security across various systems and applications. Ensure that leaving employees are offboarded from all systems and applications in a timely manner. Conduct audits of applications to verify that access controls are correctly implemented.
• Asset and Endpoint Management: Install and configure computer systems and applications within the company. Work with third-party vendors to repair hardware issues. Support endpoint security standards (2FA, antivirus, firewall, etc.).
• Facilitate Onboarding and Offboarding: Ensure that accesses and accounts are all created before the target onboarding date. Facilitate onboarding calls with the new employees and ensure proper access and security guidelines are being followed. Handles account deactivation for the offboarding users in a timely manner and ensures data is securely suspended. Communicate with the proper people about the offboarding activity.
• Take the lead on the IT Project Task: Take ownership of the IT project-related tasks. Identify infrastructure solutions to enhance the existing setup and ultimately improve the organization. Expertise in delivering IT suggestions and improvements to the existing technologies that benefit the entire organization.

Junior IT Specialist

• 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.

Customer Support Specialist

Solutions Engineer

• Write, review, and debug transform scripts that modify storefront responses at the edge, ensuring correctness across device types, locales, and customer groups
• Actively monitor customer trials and react to issues or anomalies fast, whether that’s a code change, or an internal escalation — speed of solution is key
• Use browser DevTools, Honeycomb, and Nostra's internal APIs to diagnose caching anomalies, TTFB regressions, and personalization conflicts in production environments
• Own the technical relationship with a portfolio of merchant accounts — acting as the primary engineering point of contact for escalations
• Build internal tooling, documentation, and playbooks that scale the team's ability to onboard and support customers faster
• Surface product feedback from the field — you'll have more first-hand exposure to real-world edge cases than anyone else in the company, and your input will directly shape the roadmap

Forward Deployed Engineer, Solutions Engineer

Analyst

• Cash Application: Post and allocate incoming payments to client accounts in the accounting system. Ensure payments are applied in a timely manner to maintain accurate accounts receivable balances.
• Client Payment Reconciliation: Investigate and assist in resolving discrepancies or issues related to payment processing.
• Disbursements: Issue Disbursements to Clients for Overpayments and Duplicate Payments.
• Customer Communication: Interact with Account Managers to address payment inquiries and provide necessary documentation.
• Process Improvement: Identify opportunities to enhance the efficiency and effectiveness of accounts receivable processes. Recommend and implement process improvements to streamline workflows.
• Compliance and Auditing: Ensure adherence to company policies, industry regulations, and accounting standards in accounts receivable practices. Assist in internal and external audits by providing accurate documentation and explanations as needed.
• Project Support: Assist with Projects as needed.