Technical 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 identifying root causes and implementing solutions.

• Ensure effective communication in a professional manner to make every interaction positive and productive.

• Accurately document customer interactions, issues, and resolutions with consistency.

• Provide, manage, and update systems to guarantee optimal customer performance while handling multiple requests in a fast-paced, high-volume environment.

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

• Continuously enhance technical knowledge of Nextiva products, systems, and troubleshooting methods to deliver improved service. Investigate new tools and approaches to boost performance.

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

⛳️ Requirements

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

• Proficient understanding of PC and Mac operating systems and Microsoft Office applications; familiarity with hardware and/or networking is preferred.

• Advanced fluency in English is required, both spoken and written.

• Capability to work remotely in Ukraine and consistently cover shifts during US business hours (from 12:00pm to 12:00am Monday through Friday).

• A keen interest in learning about new technologies.

• Comfortable working in dynamic environments with evolving tools and processes.

🏝️ Benefits

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

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

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

• Employee Assistance Program and wellness initiatives.

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