Technical Support Representative

hace 2 semanas

Guadalajara, México Nextiva A tiempo completo

Redefine the future of customer experiences. One conversation at a time.

We're 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 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.
If you're ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you're 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: @nextiva_mexico
- 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
- Bachelor's Degree preferred

Nextiva Core Competencies / DNA:

- Drives Results: The successful candidate will be action oriented, with a passion for solving problems. They will bring clarity and simplicity to ambiguous situations. This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success. They are a change agent, prepared to lead and drive changes as we transform.
- Critical Thinker: The successful candidate is fact based and data driven, able to understand and articulate the "why," identifying key drivers and learning from the past. They are forward-thinking, anticipating problems before they arise. They'll recommend and action well thought out solutions, understanding the risks and dependencies.
- Right Attitude: The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they're resilient and able to easily bounce back from setbacks. They will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way. They will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

Rewards & Benefits:
✅ Major Health insurance for you and for your legal partner and children under 25 years
✅ Vision and Dental covered
✅ Life Insurance – 24 times your monthly salary
✅ 30-day Christmas Bonus (Aguinaldo)
✅ 50% Vacation premium
✅ 12 days for vacations on your first-year anniversary
✅ Newly hired full-time employees of Nextiva earn ten (10) personal days before their first anniversary
✅ After your first year you will be entitled to 2 personal days each year after each anniversary date additional to your vacation days
✅ Company matched Food Vouchers – You receive 1 x monthly UMA (Unidad de Medida y Actualización) per month
✅ Company matched savings fund – 13% of your monthly salary capped to 1.3 times the annual value of the UMA

Workplace awards include 2021 Linked In Talent Employee Engagement Champion, Comparably's Best CEO 2021, Best Company Culture 2021 and 2018, Best Company Compensation 2022, 2021 and 2019, and Glassdoor's 2020 Best Places to Work.
Your Success Depends on Your Commitment: We invest in our employee's development and care deeply about your ability to grow professionally. Nextiva is a place to build a career, not just have a job. Personal and Professional Development is at Your Fingertips. You'll have many resources to continually improve the focus areas associated with your role, and also to prepare for your future career growth. Nextiva has invested in world class training programs to grow your skills and knowledge, preparing you for future roles along your career path.

#LI-AL1 #LI-Onsite

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