Customer Support Representative

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Diagnose and resolve customer issues related to hardware, software, and networking systems, swiftly pinpointing root causes and driving solutions.

• Communicate in a clear and professional manner to ensure that every interaction is both positive and productive.

• Accurately document customer interactions, issues, and solutions with a focus on consistency.

• Provide, maintain, and update systems to ensure optimal performance for customers while managing multiple requests concurrently in a fast-paced, high-volume setting.

• Take complete ownership of customer issues, ensuring follow-through until resolution, while meeting daily and monthly performance goals.

• Continuously enhance technical knowledge of Nextiva products, systems, and troubleshooting methods to improve service delivery. Explore innovative tools and practices to boost performance.

• Utilize AI tools (e.g., ChatGPT, Copilot, or similar) to facilitate daily workflows, such as summarizing customer interactions, identifying key action items, and enhancing response quality.

⛳️ Requirements

• Minimum of 2 years of customer service experience, ideally in a technical support or help desk setting.

• Familiarity with PC and Mac operating systems and Microsoft Office applications; knowledge of hardware and/or networking is preferred.

• Advanced proficiency in English is required (both spoken and written).

• Ability to work remotely from Ukraine and regularly align work shifts with US business hours (between 12:00 PM - 12:00 AM, Monday through Friday).

• A strong desire and enthusiasm for learning new technologies.

• Comfort in fast-paced environments with changing tools and processes.

🏝️ Benefits

• Comprehensive medical coverage with individual limits on exclusions and dental care.

• Life, disability, traumatic injuries, and critical illness insurance.

• Paid Time Off (PTO) for all employees, official document-required Paid Sick Leave, paid parental leave, and paid holidays.

• Employee Assistance Program and wellness initiatives.

• Access to continuous learning and development opportunities, as well as career advancement.