Technical Support Representative

At Nextiva, we create connected communication tools that help businesses stay in touch with their customers and teams. Over 100,000 companies rely on Nextiva for phone service and customer management tools. We're not your parent's phone company.Founded in 2008, Nextiva took on the trillion-dollar telecom industry and succeeded in changing the game by making technology more accessible and affordable for everyone. Companies solve their toughest challenges using our VoIP innovations and signature Amazing Service®.Today, Nextiva is the fastest-growing, privately held provider of cloud communications. We don't study industry trends; we create them. Business leaders look to Nextiva to equip their teams in the office and while working from home. Nextiva is not just a tech company — we're the backbone of the economy.By joining our global team, you're saying yes to an opportunity to be part of a tech company with massive growth potential and exciting opportunities ahead.**We're actively looking for amazing people like you to join our team**The Technical Support Representative I is an entry-level role responsible for assisting clients at the initial set up of their account. The role provides daily support to users of various technology systems including answering questions, analyzing problems and quickly forming solutions to return systems to proper operation.**Key Responsibilities**:- Communicating clearly and effectively with end users, colleagues and management to quickly resolve issues and ensure customer satisfaction- Provisioning and maintaining hardware, software and other equipment to meet client requirements and routinely observing operational performance and installing updates- Maintaining detailed records of daily interactions with customers, installation activities, reported issues and completed solutions along with any further actions required of support or management- Effectively communicating with leadership and resource staff to continually improve technical and customer service skills- Providing amazing service by meeting a set of daily and monthly metrics with a positive attitude. Increasing personal technical knowledge by consuming trade publications, administration manuals and technical articles/videos**Qualifications**:- High school diploma- Positive and flexible attitude for working in a fast-paced team across various functions- Strong commitment to supporting customer satisfaction with Nextiva's services and products- Willingness to learn through on-the-job training and technical articles and videos- Grasping technical concepts quickly and explain them to others in an effective and knowledgeable manner- Excellent de-escalations skills including empathy and the ability to maintain a professional composure during all customer and colleague contacts and interactions- Strong work ethic and capacity to thrive in a fast-paced environment- Clear, concise and effective written and verbal communication skills- The ability to quickly to identify problems, form solutions and execute step-by-step troubleshooting procedures- Working knowledge of PC and Mac operating systems and Microsoft Office Applications- Experience working at a help desk or in a customer service/tech support call center preferred**So, why Nextiva?**Nextiva is a trailblazer in the Voice over IP (VoIP) and Unified Communications as a Service (UCaaS) industries. We're outpacing our competitors, and it's an exciting time to join our team. If you're looking to join a fast-paced tech company with massive potential, Nextiva is the place for you. Our 1,000+ team members worldwide embrace our promise of Amazing Service. We're passionate about upholding our energetic culture of forward-thinking, caring, and simplicity. Nextiva seeks diverse individuals who share our values and vision to help take us to the next level. Nextiva provides an impressive benefits package and has a resilient company culture. Glassdoor named us one of the Best Places to Work in 2020 nationwide. Employees rate Nextiva a 4.9/5 on Comparably, and we've earned many more accolades along the way.LI-AR1