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, identifying root causes and implementing solutions.

• Engage in clear and professional communication throughout customer interactions.

• Accurately and consistently document customer interactions, issues, and resolutions.

• Provide, maintain, and update systems to ensure peak customer performance.

• Handle multiple requests concurrently in a dynamic, high-volume environment.

• Take ownership of customer issues until resolution while achieving daily and monthly performance targets.

• Develop technical expertise in Nextiva products, systems, and troubleshooting methodologies.

• Utilize AI tools like ChatGPT or Copilot to summarize interactions, pinpoint action items, and enhance response quality.

• Apply structured inputs to refine AI-generated outputs effectively.

• Process and resolve requests received through various communication channels.

⛳️ Requirements

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

• Familiarity with PC and Mac operating systems as well as Microsoft Office applications.

• Preference for candidates with hardware and/or networking knowledge.

• Proficiency in English is required, both spoken and written, at an advanced level.

• Must be able to work remotely in Ukraine and regularly align shifts with US business hours, specifically between 12:00 PM and 4:00 AM from Monday to Friday.

• A strong desire to learn about new technologies and a curious mindset.

• Comfortable in fast-paced settings with changing tools and processes.

• Possess strong troubleshooting and analytical capabilities.

• Able to manage multiple tasks or conversations at the same time.

• Exceptional attention to detail in technical tasks and documentation.

• A willingness to explore AI and automation tools, with professional exposure preferred.

🏝️ Benefits

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

• Insurance for life, disability, traumatic injuries, and critical illnesses.

• Paid time off (PTO) for all employees.

• Paid sick leave (official documentation required).

• Paid parental leave.

• Paid holidays.

• Employee Assistance Program.

• Wellness initiatives.

• Continuous learning and development opportunities.

• Opportunities for career advancement.