[Hiring] Technical Support Representative @Nextiva

Role Description

Becoming a Technical Support Representative is the first step to a great career with Nextiva. Nextiva Technical Support Representatives are analytical, diligent, technically proficient, and are passionate about technology, networking, and serving our customers. They take pride in their high-quality work and thrive in an environment where they are constantly learning new things.

They demonstrate care for our customers by maintaining relationships with clients and by providing amazing service. Technical Support Representatives make it their goal to find the "why" when a customer has a concern and are quick in finding an appropriate solution. Upon graduation of training, they are truly experts in the Nextiva platform and are looking to create the best possible customer experience, while taking the time to learn and grow their own professional career within the company.

The Day-to-Day:

• Provide daily support to customers/users of various technology systems including answering questions, troubleshooting, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Communicate in a factual, polite, and professional manner to support end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Provision and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install updates when necessary.
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of support or management.
• Increase personal technical knowledge by reading trade publications, administration manuals, and diagnostics information.
• Taking inbound contacts from customers through several different media streams, including: Phone, Email and Webchat.
• Providing amazing service by meeting a set of daily and monthly metrics with a positive attitude.

Qualifications

• Advanced English proficiency (C1–C2 level), both spoken and written.
• 2+ years customer service experience, preferably in a call center, technical support or help desk environment.
• Hardware and/or networking knowledge preferred.
• Patient, conscientious, and interact with customers in a professional manner with a focus on completing tasks both pleasantly and correctly.
• Quick to identify problems, form solutions, and execute step-by-step troubleshooting procedures.
• Must have high attention to detail.
• Working knowledge of PC and Mac operating systems and Microsoft Office Applications.
• Ability to regularly work night shifts.

Requirements

• Drives Results: Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations, challenge the status quo, and ask what can be done differently.
• Critical Thinker: Understands the "why" and identifies key drivers, learning from the past. They are fact-based and data-driven, forward-thinking, and see problems a few steps ahead.
• Right Attitude: Team-oriented, collaborative, competitive, and resilient. They cultivate a culture of service, learning, support, and respect, caring for customers and teams.

Benefits

• Comprehensive medical coverage, individual limit on exclusions and dental care.
• Life, disability, traumatic injuries and critical diseases insurance.
• PTO for all employees, Paid Sick leave (official document required), paid parental leave and paid holidays.
• Employee Assistance Program and wellness initiatives.
• Access to ongoing learning and development opportunities and career advancement.

Company Description

Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.