Technical Support Representative

Location: This is an onsite role based at Nextiva’s Guadalajara office (Calle Amado Nervo 2200, Jardínes del Sol, 45050 Zapopan, Jal.) 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 five days per week, supporting a highly collaborative, in-person team environment. 

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 be their best, in and out of the office.

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, hourly wages, incentives, or bonuses.

• Health 🍏- Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage
• Insurance 💼- Life Insurance (24 times your monthly salary)
• Work-Life Balance ⚖️ - Newly hired full-time employees at Nextiva receive 10 personal days before their first anniversary, 12 vacation days on their first anniversary, and 5 personal days annually thereafter in addition to vacation time
• Financial Security 💰- Enjoy a 30-day Christmas bonus, 50% vacation premium, company-matched food vouchers (1 UMA/month), and a 13% matched savings fund (capped at 1.3x annual UMA)
• Wellness 🤸‍- Employee Assistance Program and comprehensive 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!

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