Technical Support Representative I

**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 - 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 - 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 DNA** (Core Competencies) Nextiva's 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. - **Health**: - Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental cove