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.
Customer Support Representative
Location
Ukraine
Posted
4 days ago
Salary
0
Seniority
Mid Level
Job Description
Customer Support Representative
Nextiva
• Troubleshoot customer issues across hardware, software, and networking systems, quickly identifying root causes and driving resolution • Communicate clearly and professionally to ensure every interaction is positive and productive • Document customer interactions, issues, and resolutions with accuracy and consistency • Provide, maintain, and update systems to ensure optimal performance for customers; managing multiple requests simultaneously in a fast-paced, high-volume environment • Take full ownership of customer issues, following through until resolution while meeting daily and monthly performance metrics • 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 • 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
Job Requirements
- 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
Benefits
- Comprehensive medical coverage, individual limit on exclusions and dental care
- Life, disability, traumatic injuries and critical diseases
- PTO for all employees, Paid Sick leave (official document required), paid parental leave and paid holidays
- Employee Assistance Program and wellness initiatives
- Access to ongoing learning and development opportunities and career advancement
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• Handle customer inquiries via phone, email, and chat per SOPs. • Use TCP’s tools (Microsoft Suite, Salesforce, ZOHO, Hodu) for daily operations. • Escalate and assign issues to relevant departments as needed. • Log, review, and follow up on customer requests and resolutions. • Investigate, research, and provide accurate solutions. • Maintain and update customer records during interactions. • Achieve KPIs for client-facing time, call quality, and occupancy. • Address collections and billing inquiries, including payment plans, account balances, and overdue payments. • Clarify charges, generate statements, and process billing adjustments. • Handle service cancellations, applying retention strategies and resolutions. • Complete cancellations training and apply retention strategies as part of daily responsibilities.
• Handle customer inquiries via phone, email, and chat per SOPs. • Use TCP’s tools (Microsoft Suite, Salesforce, ZOHO, Hodu) for daily operations. • Escalate and assign issues to relevant departments as needed. • Log, review, and follow up on customer requests and resolutions. • Investigate, research, and provide accurate solutions. • Maintain and update customer records during interactions. • Achieve KPIs for client-facing time, call quality, and occupancy. • Address collections and billing inquiries, including payment plans, account balances, and overdue payments. • Clarify charges, generate statements, and process billing adjustments. • Handle service cancellations, applying retention strategies and resolutions.
