Account Service Representative

**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**: We are seeking a proactive and customer-focused Account Service Representative with expertise in website building tools to join our team. In this role, you will assist customers in creating website templates and integrating Nextiva services into their websites, while identifying opportunities to introduce ancillary products and upsell additional services. The Account Service Representative is analytical, diligent, and passionate about technology, networking, and delivering exceptional customer service. They take pride in their work, thrive in a fast-paced environment where continuous learning is encouraged, and demonstrate genuine care by maintaining strong customer relationships and providing outstanding support. Our representatives strive to uncover the "why" behind customer concerns and deliver timely, effective solutions. Following training, they become experts in the Nextiva platform, focused on creating exceptional customer experiences while advancing their own professional growth within the company. Join us and be part of a dynamic team where your skills and dedication will be valued and nurtured. - 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 - Be sure to check out our rewards & benefits listed below **Key Responsibilities**: - Assist**customers navigate web builder tools, templates, and features to design visually appealing, high-performing websites - Assist with domain name setup, DNS pointing, and resolving related technical problems to ensure smooth website functionality - Diagnose and resolve technical issues related to website creation, hosting, domain connections, and third-party integrations - May offer basic Nextiva platform support, including setup and initial troubleshooting to enhance customer success - May engage customers in discussions about their business goals to recommend solutions that enhance their online presence and operational efficiency - Perform basic troubleshooting steps and escalate if necessary - Maintain customer interactions within CRM and maintain a clean pipeline and personal case folder **Qualifications**: - English language fluency required (verbal & written) - 2+ years customer service experience, preferably in a call center, technical support or help desk environment - Foundational knowledge and understanding of web design principals - Familiarity with web hosting platforms, domain management, and content management systems (CMS) - Experience using customer support software Salesforce and Salesforce CRM tools to track interactions - Ability to manage multiple projects simultaneously while meeting deadlines - 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 - Ability to explain technical concepts to non-technical audiences effectively - Proficiency in HTML, CSS, or basic coding (a plus) - Bachelor's Degree preferred **Nextiva Core Competencies / DNA**: **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 5 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 valu