Technical Support Representative

Redefine the future of customer experiences. One conversation at a time.

At Nextiva, we're reimagining how businesses connect, unifying customer experience and team collaboration on a single, conversation-centric platform. Powered by AI and driven by human innovation, our culture is forward-thinking, customer-obsessed, and built on the belief that meaningful connections drive better business outcomes.

How You’ll Make an Impact

As a Technical Support Representative, you'll be on the front lines of delivering exceptional customer experiences. You won't just be solving issues; you'll be uncovering the 'why,' guiding customers to the right solutions, and making their day easier. You will deliver Amazing Service® through high-quality technical support, processing and resolving requests across various channels while continuously growing your skills in a fast-paced, learning environment. You'll leverage modern tools, including AI, to work smarter, move faster, and deliver even better outcomes for customers.

What You’ll Do

• Solve What Matters: Troubleshoot customer issues across hardware, software, and networking systems, quickly identifying root causes and driving resolution.
• Deliver Great Experiences: Communicate clearly and professionally to ensure every interaction is positive and productive.
• Stay on the Details: Document customer interactions, issues, and resolutions with accuracy and consistency.
• Keep Systems Running: Provide, maintain, and update systems to ensure optimal performance for customers; manage multiple requests simultaneously in a fast-paced, high-volume environment.
• Own the Outcome: Take full ownership of customer issues, following through until resolution while meeting daily and monthly performance metrics.
• Continuous Learning: Continuously build technical knowledge of Nextiva products, systems, and troubleshooting processes to provide better service. Explore new tools and ways of working to improve performance.
• Work Smarter: Leverage AI tools (e.g., ChatGPT, Copilot, or similar) to support daily workflows, such as summarizing customer interactions, identifying key action items, and improving response quality. Apply clear and structured inputs when using AI tools, iterating and refining your approach as needed.

About You:

• 2+ years of customer service experience, preferably in technical support or a help desk environment.
• Working knowledge of PC and Mac operating systems and Microsoft Office applications; hardware and/or networking knowledge preferred.
• Advanced English fluency required (spoken and written).
• Ability to work remotely in Ukraine and regularly work shifts aligned with US business hours (between 12:00 PM - 4:00 AM, Monday through Friday).
• 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; providing great customer experiences with a focus on accuracy.
• Problem Solver: Strong troubleshooting and analytical skills with a persistent, solution-oriented mindset; able to overcome setbacks and try multiple paths to reach the right solution.
• Detail-Oriented: Ability to manage multiple tasks or conversations simultaneously; strong attention to detail in both technical work and documentation.
• AI-Forward Mindset: Curiosity and willingness to experiment with AI & automation tools (e.g., ChatGPT, Microsoft Copilot); exposure to similar tools in a professional environment preferred.
• Team-Driven: Collaborate, share knowledge, and contribute to a positive team environment.

Why Nextiva?

• Impact: Join a company trusted by over a million users, helping businesses deliver better customer experiences every day.
• Innovation: Be part of a team building AI-powered solutions that drive efficiency and smarter customer engagement.
• Growth: Thrive in a culture focused on continuous learning, development, and career progression.
• Culture: Work alongside a supportive, high-energy team committed to Amazing Service® and meaningful connections.

Nextiva DNA (Core Competencies)

• Drives Results: Action-oriented problem solvers who bring clarity and simplicity to ambiguity, challenge the status quo, and lead meaningful change.
• Critical Thinker: Data-driven, forward-thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations, leveraging AI and automation.
• Right Attitude: Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, and care.

Total Rewards

Our Total Rewards offerings are designed to support employees' health, well-being, and professional growth. Compensation is tailored to the role and candidate's qualifications, considering skills, experience, training, and certifications. Depending on the position, compensation may include base salary, incentives, or bonuses.

• Health: Comprehensive medical coverage and dental care.
• Insurance: Life, disability, traumatic injuries, and critical diseases.
• Work-Life Balance: 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.