Technical Support Representative

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. Location: This is an onsite role based at Nextiva’s Bengaluru office (Wilshire III by MFAR, 492, Hobli, RHB Colony, Mahadevapura, Bengaluru, Karnataka 560048). Working together onsite strengthens how we operate, enabling faster decisions, clearer communication, and stronger execution, so you can make a greater impact and move work forward with speed and clarity. In-Office Expectation: This role is expected to work onsite four days per week, with the potential to increase to five days per week, as required by the business. Specific scheduling and flexibility will be guided by your leader to support both team collaboration and individual productivity. We are seeking a skilled and customer-focused Technical Support Specialist to join our team. You will be the first point of contact for clients and internal users experiencing technical issues. Your role will involve troubleshooting hardware and software problems, resolving network issues, and ensuring a high level of customer satisfaction. Key Responsibilities: • Provide technical assistance and support for incoming queries • Respond to queries via chat, email, or phone in a timely and professional manner • Diagnose and troubleshoot technical issues • Guide users through step-by-step solutions • Document internal procedures and maintain accurate records of issues and resolutions • Escalate complex problems to higher-level support teams when necessary • Monitor systems and identify performance issues proactively • Follow up with users to ensure full resolution of issues and satisfaction • Collaborate with clients over phone or video calls for in-depth technical troubleshooting Qualifications • Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field • 0–2 years of experience in technical support, IT helpdesk, or related customer-facing role • Strong understanding of operating systems (Windows, Linux, or macOS) • Familiarity with networking concepts (TCP/IP, DNS, VPN, firewalls) • Knowledge of troubleshooting hardware/software issues • Good verbal and written communication skills • Ability to work in rotational shifts or under pressure • Customer-centric attitude with problem-solving mindset AI Expectations: • Familiarity with Generative AI tools such as ChatGPT, Claude, Gemini, or similar tools . • Ability to leverage AI tools for technical troubleshooting, research, documentation, and improving day-to-day productivity . • Ability to validate AI-generated information before applying or communicating solutions. 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 recomme