Technical Support Specialist (Night Shift)

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 Specialist 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 at