Customer Support Representative (M-F/Night Shift)

Customer Support Representative (Night Shift) - Remote (Ukraine)

Nextiva is reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation-centric platform powered by AI and human innovation. We are looking for a dedicated Customer Support Representative to join our team and help us redefine the future of customer experiences.

About the Role

As a Technical Support Representative, you will be on the front lines of delivering exceptional customer experiences. Your role involves not just solving issues but also understanding the root causes, guiding customers to the right solutions, and making their interactions with Nextiva seamless and positive. You will leverage modern tools, including AI, to work efficiently and deliver outstanding outcomes.

Key Responsibilities

• Troubleshoot Customer Issues: Address and resolve customer inquiries across hardware, software, and networking systems, identifying root causes and driving timely resolutions.
• Deliver Great Experiences: Communicate clearly and professionally, ensuring every customer interaction is positive and productive.
• Document Interactions: Accurately and consistently document customer interactions, issues, and resolutions.
• Maintain Systems: Provide, maintain, and update systems to ensure optimal performance for customers.
• Manage Multiple Requests: Handle multiple requests simultaneously in a fast-paced, high-volume environment.
• Own Resolutions: Take full ownership of customer issues from start to finish, ensuring resolution and meeting performance metrics.
• Continuous Learning: Build technical knowledge of Nextiva products, systems, and troubleshooting processes. Explore new tools and methods to enhance performance.
• Utilize AI Tools: Leverage AI tools (e.g., ChatGPT, Copilot) to support daily workflows, including summarizing interactions, identifying action items, and improving response quality. Apply clear inputs and iterate on AI outputs for accuracy.

Requirements

• Minimum of 2 years of customer service experience, preferably in a technical support or help desk environment.
• 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) is required.
• Ability to work remotely from Ukraine and consistently work shifts aligned with US business hours (between 12:00 PM and 4:00 AM, Monday through Friday).
• Curiosity and enthusiasm for learning new technologies.
• Comfort working in fast-paced environments with evolving tools and processes.
• A patient, conscientious, and professional approach to customer service.
• Strong troubleshooting and analytical skills with a persistent, solution-oriented mindset.
• Ability to manage multiple tasks simultaneously and a strong attention to detail.
• Willingness to experiment with AI and automation tools; prior professional exposure is a plus.
• Collaborative spirit and ability to contribute positively to a team environment.

What We Offer

• Impact: Join a trusted global leader helping businesses deliver better customer experiences.
• Innovation: Be part of a team building AI-powered solutions for enhanced efficiency and customer engagement.
• Growth: Thrive in a culture focused on continuous learning, development, and career advancement.
• Culture: Work with a supportive, high-energy team committed to exceptional service and meaningful connections.
• Comprehensive Benefits: Including health, dental, life, and disability insurance.
• Work-Life Balance: Paid time off, sick leave, parental leave, and holidays.
• Wellness Programs: Employee Assistance Program and wellness initiatives.
• Competitive Compensation: Tailored to your qualifications, potentially including base salary, incentives, or bonuses.