客户支持代表（周一至周五/夜班）
Customer Support Representative (M-F/Night Shift)
重新定义客户体验的未来。一次对话一次。
在 Nextiva，我们正在重新构想企业如何连接，将客户体验与团队协作整合到一个以对话为中心的平台上。由人工智能驱动，由人类创新推动。
我们的文化具有前瞻性，以客户为中心，建立在“有意义的连接带来更好的业务成果”的信念之上。无论是通过我们标志性的 Amazing Service®，我们创造的技术，还是我们培养的体验，连接都是我们核心所在。
如果你准备与优秀的人合作，产生影响，并帮助世界各地的企业提供真正出色的体验，这里就是你的归属。
你将如何产生影响
作为 Nextiva 的技术支持代表，你将处于提供优质客户体验的第一线。你不仅仅是解决问题，而是发现“为什么”，引导客户找到正确的解决方案，让他们的日子更轻松。
作为技术支援代表，你将通过高质量的技术支持服务传递 Amazing Service®，通过处理和解决来自各种沟通渠道的请求；同时在一个快节奏、学习型的环境中不断提升自己的技能。你将利用现代工具，包括人工智能，以更智能的方式工作，更快地行动，为客户带来更好的结果。
你将做什么
- 解决关键问题：在硬件、软件和网络系统上排查客户问题，快速识别根本原因并推动解决
- 提供卓越体验：清晰且专业地沟通，确保每次互动都是积极且富有成效的
- 注重细节：准确且一致地记录客户互动、问题和解决方案
- 保持系统运行：提供、维护和更新系统，确保客户获得最佳性能；在快节奏、高流量的环境中同时处理多个请求
- 承担结果：对客户问题全权负责，直至解决，同时满足每日和每月的绩效指标
- 持续学习：不断构建对 Nextiva 产品、系统和故障排除流程的技术知识，以提供更好的服务。探索新的工具和工作方式，以提高表现
- 更聪明地工作：
- 利用人工智能工具（如 ChatGPT、Copilot 或类似工具）来支持日常流程，例如总结
查看英文原文
Redefine the future of customer experiences. One conversation at a time.
At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.
Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.
If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.
How You’ll Make an Impact
As a Technical Support Representative at Nextiva, you’ll be on the front lines of delivering exceptional customer experiences. You’re not just solving issues, you’re uncovering the “why,” guiding customers to the right solutions, and making their day easier.
As a Technical Support Representative, you will deliver Amazing Service® through high-quality technical support services by processing and resolving requests received across various communication channels; while continuously growing your skills in a fast-paced, learning environment. You’ll leverage modern tools, including AI, to work smarter, move faster, and deliver even better outcomes for customers.
What You’ll Do
- Solve What Matters: Troubleshoot customer issues across hardware, software, and networking systems, quickly identifying root causes and driving resolution
- Deliver Great Experiences: Communicate clearly and professionally to ensure every interaction is positive and productive
- Stay on the Details: Document customer interactions, issues, and resolutions with accuracy and consistency
- Keep Systems Running: Provide, maintain, and update systems to ensure optimal performance for customers; managing multiple requests simultaneously in a fast-paced, high-volume environment
- Own the Outcome: Take full ownership of customer issues, following through until resolution while meeting daily and monthly performance metrics
- Continuous Learning: Continuously build technical knowledge of Nextiva products, systems, and troubleshooting processes to provide better service. Explore new tools and ways of working to improve performance
- Work Smarter:
- Leverage AI tools (e.g., ChatGPT, Copilot, or similar) to support daily workflows, such as summarizing customer interactions, identifying key action items, and improving response quality
- Apply clear and structured inputs when using AI tools to generate accurate and relevant outputs; iterating and refining your approach when the responses aren't perfect (persistence is key!)
About You:
- 2+ years of customer service experience, preferably in technical support or help desk environment
- Working knowledge of PC and Mac operating systems and Microsoft Office applications; hardware and/or networking knowledge preferred
- Advanced English fluency required (spoken and written).
- Ability to work remotely in Ukraine and regularly work shifts aligned with US business hours (between 12:00pm-4:00am Monday through Friday)
- Curiosity and enthusiasm for learning new technologies
- Comfort working in fast-paced environments with evolving tools and processes
Core Competencies:
- Customer First: Patient, conscientious and professional; providing great customer experiences with a focus on accuracy
- Problem Solver: Strong troubleshooting and analytical skills with a persistent, solution-oriented mindset; able to overcome setbacks and willing to try multiple paths to reach the right solution
- Detail-Oriented: Ability to manage multiple tasks or conversations simultaneously; strong attention to detail in both technical work and documentation
- AI-Forward Mindset: Curiosity and willingness to experiment with AI & automation tools (e.g., ChatGPT, Microsoft Copilot); exposure to similar tools in a professional environment preferred
- Team-Driven: You collaborate, share knowledge, and contribute to a positive team environment
Why Nextiva?
- Impact: Join a company trusted by over a million users, helping businesses deliver better customer experiences every day
- Innovation: Be part of a team building AI-powered solutions that drive efficiency and smarter customer engagement
- Growth: Thrive in a culture focused on continuous learning, development, and career progression
- Culture: Work alongside a supportive, high-energy team committed to Amazing Service® and meaningful connections
Nextiva DNA (Core Competencies)
Nextiva’s most successful team members share common traits and behaviors:
- Drives Results: Action-oriented problem solvers who quickly bring clarity and simplicity to ambiguity, challenge the status quo, and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically, learning and improving as they go.
- Critical Thinker: Data-driven, forward-thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations. They confidently leverage AI and automation to reduce friction, improve decision-making, and focus on higher-value work.
- Right Attitude: Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, and care for customers and teammates.
Total Rewards
Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can do their best.
Our compensation packages are tailored to each role and candidate's 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, incentives, or bonuses.
- Health – Comprehensive medical coverage, individual limit on exclusions and dental care
- Insurance – Life, disability, traumatic injuries and critical diseases
- Work-Life Balance ⚖️ – PTO for all employees, Paid Sick leave (official document required), paid parental leave and paid holidays
- Wellness – Employee Assistance Program and wellness initiatives
- Growth – Access to ongoing learning and development opportunities and career advancement
At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!
#LI-AL1 #LI-Remote
Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.
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