Technical Support Representative I
Technical Support Representative I
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1 Vacancy
Job Description
Redefine the future of customer experiences. One conversation at a time.
Were changing the game with a first-of-its-kind conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI built by amazing humans.
Our culture is forward-thinking customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service our products and services and most importantly each other. Since companies and 1M users rely on Nextiva for customer and team communication.
If youre ready to collaborate and create with amazing people let your personality shine and be on the frontlines of helping businesses deliver amazing experiences youre in the right place.
Build Amazing - Deliver Amazing - Live Amazing - Be Amazing
Becoming a Technical Support Representative is the first step to a great career with Nextiva. Nextiva Technical Support Representatives are analytical diligent technically proficient and are passionate about technology networking and serving our customers. Technical Support Reps take pride in their high-quality work and thrive in an environment where they are constantly learning new things. They demonstrate care for our customers by maintaining relationships with clients and by providing amazing service. Technical Support Representatives make it their goal to find the why when a customer has a concern and are quick in finding an appropriate solution. Upon graduation of training they are truly experts in the Nextiva platform and are looking to create the best possible customer experience while taking the time to learn and grow their own professional career within the company.
- Over 90% of the communication in this role will be in English (verbal & written). Please send us your resume in English when applying
- This person will be an employee of Nextiva supporting Nextiva customers
- This position will be 100% on-site at our Nextiva Guadalajara office. Want to check out our AMAZING culture Follow Nextiva Mexico on Instagram: @nextivamexico
- Be sure to check out our rewards & benefits listed below
The Day-to-Day:
- Provide daily support to customers/users of various technology systems including answering questions troubleshooting analyzing problems and quickly forming solutions to return systems to proper operation
- Communicate in a factual polite and professional manner to support end users colleagues and management to quickly resolve issues and ensure customer satisfaction
- Provision and maintain hardware software and other equipment to meet client requirements routinely observe operational performance and install updates when necessary
- Maintain detailed records of daily interactions with customers installation activities reported issues and completed solutions along with any further actions required of support or management
- Increase personal technical knowledge by reading trade publications administration manuals and diagnostics information
- Taking inbound contacts from customers through several different media streams including: Phone Email and Webchat
- Providing amazing service by meeting a set of daily and monthly metrics with a positive attitude
Job Qualifications / Requirements:
- English language fluency required (verbal & written)
- 2 years customer service experience preferably in a call center technical support or help desk environment
- Hardware and/or networking knowledge preferred
- Patient conscientious and interact with customers in a professional manner with a focus on completing tasks both pleasantly and correctly
- Quick to identify problems form solutions and execute step-by-step troubleshooting procedures
- Must have high attention to detail
- Working knowledge of PC and Mac operating systems and Microsoft Office Applications
- Bachelors Degree preferred
Nextiva DNA (Core Competencies)
Nextivas most successful team members share common traits and behaviors:
- Drives Results:Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations challenge the status quo and ask what can be done differently. They lead and drive change celebrating success to build more success.
- Critical Thinker: Understands the why and identifies key drivers learning from the past. They are fact-based and data-driven forward-thinking and see problems a few steps ahead. They provide options recommendations and actions understanding risks and dependencies.
- Right Attitude: They are team-oriented collaborative competitive and hate losing. They are resilient able to bounce back from setbacks zoom in and out and get in the trenches to help solve important problems. They cultivate a culture of service learning support and respect caring for customers and teams.
Total Rewards
Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best in and out of the office.
Our compensation packages are tailored to each role and candidates qualifications. We consider a wide range of factors including skills experience training and certifications when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position compensation may include base salary hourly wages incentives or bonuses.
- Health - Major Health insurance for you your legal partner and children under 25 years including Vision and Dental coverage
- Insurance - Life Insurance (24 times your monthly salary)
- Work-Life Balance - Newly hired full-time employees at Nextiva receive 10 personal days before their first anniversary 12 vacation days on their first anniversary and 5 personal days annually thereafter in addition to vacation time
- Financial Security- Enjoy a 30-day Christmas bonus 50% vacation premium company-matched food vouchers (1 UMA/month) and a 13% matched savings fund (capped at 1.3x annual UMA)
- Wellness-Employee Assistance Program and comprehensive wellness initiatives
- Growth-Access to ongoing learning and development opportunities and career advancement
At Nextiva were committed to supporting our employees health well-being and professional growth. Join us and build a rewarding career!
Established in 2008 and headquartered in Scottsdale Arizona Nextiva secured $200M from Goldman Sachs in late 2021 valuing the company at $2.7B. To check out whats going on at Nextiva check us out onInstagram Instagram (MX) YouTube LinkedIn and the Nextiva blog.
#LI-AL1 #LI-Onsite
Required Experience:
Unclear Seniority
Employment Type
Full Time
