Job Description

At Nextiva, we don't study industry trends and build our products and services reactively; instead, we look to be the leader in defining the trends, during these unprecedented times.

We strive to be the best of the best across multiple technology channels – UCaaS and SaaS to name a few. We are determined to help write the future for businesses around the globe by creating innovative products and an agnostic platform that delivers first-class communications tools in the hands of every business. We are a global team of the fastest-growing, privately held provider of cloud communications.

We are actively looking for amazing people, like you, to join our team!

Becoming a Technical Support Representative is the first step to a great career with Nextiva. This is an entry-level opportunity where we provide you with the training necessary to become an XBert within the technical support team!

Nextiva Technical Support Representatives are analytical, diligent, technically proficient, and are passionate about technology, networking, and serving our customers. Technical Support Reps take pride in their high-quality work and thrive in an environment where they are constantly learning new things. They demonstrate care for our customers by maintaining relationships with clients and by providing amazing service. Technical Support Representatives make it their goal to find the "why" when a customer has a concern and are quick in finding an appropriate solution. Upon graduation of training, they are truly experts in the Nextiva platform and are looking to create the best possible customer experience, while taking the time to learn and grow their own professional career within the company.

JOB RESPONSIBILITIES / DUTIES:

• Provide daily support to customers/users of various technology systems including answering questions, troubleshooting, analyzing problems, and quickly forming solutions to return systems to proper operation
• Communicate in a factual, polite, and professional manner to support end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
• Provision and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install updates when necessary
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of support or management
• Increase personal technical knowledge by reading trade publications, administration manuals, and diagnostics information
• Taking inbound contacts from customers through several different media streams, including: Phone, Email and Webchat
• Providing amazing service by meeting a set of daily and monthly metrics with a positive attitude

JOB QUALIFICATIONS / REQUIREMENTS:

• Patient, conscientious, and interact with customers in a professional manner with a focus on completing tasks both pleasantly and correctly
• High school diploma and willingness to learn through on-the-job training
• Quick to identify problems, form solutions, and execute step-by-step troubleshooting procedures
• Must have high attention to detail
• Working knowledge of PC and Mac operating systems and Microsoft Office Applications

SO, WHY NEXTIVA?

Our people do amazing things to help businesses solve their toughest challenges. Really, they do. We simplify the way businesses communicate, creating innovative and affordable solutions for businesses of all sizes. We acquired our first customer in 2008 and today thousands use our tools and platform. Talented team members around the globe embrace Amazing Service – this culture of Amazing Service extends to how we treat both our customers and one another. We are passionate about Nextiva's unique culture and are looking for like-minded individuals that share our values and vision.

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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