Nextiva

Technical Support Representative – Weekend/Day Shift

Nextiva

full-time

Posted on:

Location Type: Remote

Location: Ukraine

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About the role

  • 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

Requirements

  • Advanced English proficiency (C1–C2 level), both spoken and written
  • 2+ years customer service experience, preferably in a call center, technical support or help desk environment
  • Hardware and/or networking knowledge preferred
  • Patient, conscientious, and interact with customers in a professional manner with a focus on completing tasks both pleasantly and correctly
  • 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
  • While this position is remote, the hired candidate must be willing and able to attend ad hoc training at our Kyiv office.
Benefits
  • Comprehensive medical coverage, individual limit on exclusions and dental care
  • Life, disability, traumatic injuries and critical diseases insurance
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingproblem analysissolution formationhardware knowledgenetworking knowledgeattention to detailPC operating systemsMac operating systemsMicrosoft Office Applicationscustomer service
Soft Skills
communicationpatienceconscientiousnessprofessionalismtask completionpositive attitudequick problem identificationstep-by-step executioncustomer interactionadaptability