Customer Support Representative

🕒 July 8

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Nextiva

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 $200M Private Equity Round on 2021-09

Artificial Intelligence • Enterprise • SaaS

Nextiva is a leading provider of unified customer experience management solutions, offering an AI-powered platform that integrates customer interactions across various channels such as voice, live chat, messaging apps, SMS, email, social media, and video. Their platform is designed to help businesses enhance customer journeys, improve contact center efficiency, and increase customer retention through intelligent automation and real-time insights. Nextiva's solutions are tailored for both small businesses and enterprise-level organizations seeking to consolidate and optimize their technology investments while maintaining compliance and security standards. They are widely recognized for their advanced AI capabilities, which include sentiment analysis, language detection, and workflow automation.

📋 Description

• Troubleshoot customer issues across hardware, software, and networking systems, quickly identifying root causes and driving resolution • Communicate clearly and professionally to ensure every interaction is positive and productive • Document customer interactions, issues, and resolutions with accuracy and consistency • Provide, maintain, and update systems to ensure optimal performance for customers; managing multiple requests simultaneously in a fast-paced, high-volume environment • Take full ownership of customer issues, following through until resolution while meeting daily and monthly performance metrics • Continuously build technical knowledge of Nextiva products, systems, and troubleshooting processes to provide better service. Explore new tools and ways of working to improve performance • Leverage AI tools (e.g., ChatGPT, Copilot, or similar) to support daily workflows, such as summarizing customer interactions, identifying key action items, and improving response quality

🎯 Requirements

• 2+ years of customer service experience, preferably in technical support or help desk environment • Working knowledge of PC and Mac operating systems and Microsoft Office applications; hardware and/or networking knowledge preferred • Advanced English fluency required (spoken and written). • Ability to work remotely in Ukraine and regularly work shifts aligned with US business hours (between 12:00pm-4:00am Monday through Friday) • Curiosity and enthusiasm for learning new technologies • Comfort working in fast-paced environments with evolving tools and processes

🏖️ Benefits

• Comprehensive medical coverage, individual limit on exclusions and dental care • Life, disability, traumatic injuries and critical diseases • PTO for all employees, Paid Sick leave (official document required), paid parental leave and paid holidays • Employee Assistance Program and wellness initiatives • Access to ongoing learning and development opportunities and career advancement