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 while identifying root causes.

• Deliver top-notch technical support through various communication channels.

• Ensure positive and productive customer interactions through clear and professional communication.

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

• Maintain, update, and provide systems to enhance customer performance.

• Handle multiple requests simultaneously in a dynamic, high-volume setting.

• Take full responsibility for customer issues until resolution, while achieving daily and monthly performance targets.

• Expand technical knowledge of Nextiva products, systems, and troubleshooting methodologies.

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

• Apply structured inputs to generate precise AI outputs and refine methodologies as necessary.

⛳️ Requirements

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

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

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

• Required advanced English proficiency in both spoken and written formats.

• Capability to work remotely from Ukraine.

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

• A genuine curiosity and enthusiasm for learning new technologies.

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

• Strong troubleshooting and analytical abilities.

• Ability to juggle multiple tasks or conversations at once.

• Keen attention to detail in technical tasks and documentation.

• Willingness to explore AI and automation tools like ChatGPT and Microsoft Copilot.

🏝️ 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.