Technical Support Specialist

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

📋 Description

• Diagnose and resolve customer issues related to hardware, software, and networking systems.

• Determine underlying causes and facilitate effective solutions.

• Deliver exceptional technical support through various communication platforms.

• Interact with customers in a clear and professional manner to foster positive experiences.

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

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

• Handle multiple requests concurrently in a fast-paced, high-volume setting.

• Take responsibility for customer issues until resolution while achieving performance targets.

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

• Utilize AI tools such as ChatGPT or Copilot to summarize interactions, pinpoint action items, and enhance responses.

• Employ structured inputs and refine AI-generated outputs to ensure accuracy and relevance.

⛳️ Requirements

• 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, as well as Microsoft Office applications.

• Familiarity with hardware and/or networking is preferred.

• Advanced English language proficiency is mandatory (both spoken and written).

• Must be able to work remotely from Ukraine.

• Availability to work shifts that align with US business hours, between 12:00pm–4:00am Monday through Friday.

• Eagerness and enthusiasm for learning new technologies.

• Ability to thrive in fast-paced environments with changing tools and processes.

• Strong troubleshooting and analytical abilities.

• Capacity to manage multiple tasks or conversations at once.

• Keen attention to detail in technical tasks and documentation.

• Openness to experimenting with AI and automation tools; prior professional experience is preferred.

🏝️ Benefits

• Comprehensive 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.

• Paid sick leave (official documentation required).

• Paid parental leave.

• Paid holidays.

• Employee Assistance Program.

• Wellness initiatives.

• Access to continuous learning and development opportunities.

• Opportunities for career advancement.