Technical Support Representative

Nextiva is reimagining business communication with its AI-powered, conversation-centric platform that unifies customer experience and team collaboration. We are looking for dedicated Technical Support Representatives to join our global team and deliver exceptional customer experiences.

How You’ll Make an Impact

As a Technical Support Representative, you will be instrumental in delivering "Amazing Service®" by providing high-quality technical support. You will troubleshoot issues, guide customers to solutions, and continuously enhance your skills in a fast-paced learning environment, utilizing modern tools including AI.

What You’ll Do

• Solve What Matters: Troubleshoot customer issues across hardware, software, and networking systems, identifying root causes and driving resolution.
• Deliver Great Experiences: Communicate clearly and professionally to ensure positive and productive customer interactions.
• Stay on the Details: Accurately document customer interactions, issues, and resolutions.
• Keep Systems Running: Provide, maintain, and update systems to ensure optimal customer performance, managing multiple requests simultaneously.
• Own the Outcome: Take full ownership of customer issues through resolution, meeting performance metrics.
• Continuous Learning: Continuously build technical knowledge of Nextiva products, systems, and troubleshooting processes.
• Work Smarter: Leverage AI tools (e.g., ChatGPT, Copilot) to support daily workflows, such as summarizing interactions, identifying action items, and improving response quality. Apply clear inputs and iterate on AI tool usage for optimal results.

About You

• 2+ years of customer service experience, preferably in technical support or help desk.
• Working knowledge of PC and Mac operating systems and Microsoft Office applications; hardware and/or networking knowledge is preferred.
• Advanced English fluency (spoken and written).
• Ability to work remotely in Ukraine and align shifts with US business hours (Monday-Friday, 12:00 pm - 4:00 am).
• Curiosity and enthusiasm for learning new technologies.
• Comfort working in fast-paced environments with evolving tools and processes.

Core Competencies

• Customer First: Patient, conscientious, and professional with a focus on accuracy.
• Problem Solver: Strong troubleshooting and analytical skills with a persistent, solution-oriented mindset.
• Detail-Oriented: Ability to manage multiple tasks and maintain strong attention to detail.
• AI-Forward Mindset: Curiosity and willingness to experiment with AI & automation tools; professional exposure preferred.
• Team-Driven: Collaborative, knowledge-sharing, and contributes to a positive team environment.

Why Nextiva?

• Impact: Join a trusted global company helping businesses deliver better customer experiences.
• Innovation: Be part of a team building AI-powered solutions for efficiency and engagement.
• Growth: Thrive in a culture focused on continuous learning, development, and career progression.
• Culture: Work with a supportive, high-energy team committed to "Amazing Service®" and meaningful connections.

Total Rewards

Nextiva offers a comprehensive Total Rewards package designed for employee well-being and professional growth:

• Health: Comprehensive medical and dental coverage.
• Insurance: Life, disability, traumatic injuries, and critical diseases coverage.
• Work-Life Balance: Paid Time Off (PTO), Paid Sick Leave, Paid Parental Leave, and Paid Holidays.
• Wellness: Employee Assistance Program and wellness initiatives.
• Growth: Access to ongoing learning and development opportunities and career advancement.