Customer Support Representative

About the role

Nextiva is seeking a Customer Support Representative to deliver exceptional service on their AI-powered, conversation-centric platform. You will troubleshoot technical issues, manage customer interactions across multiple channels, and leverage AI tools to improve response quality and efficiency. This role requires a commitment to providing amazing service while continuously learning and adapting in a fast-paced environment.

Responsibilities

• Troubleshoot customer issues across hardware, software, and networking systems to identify root causes.
• Communicate clearly and professionally to ensure positive and productive customer interactions.
• Document customer interactions, issues, and resolutions with accuracy and consistency.
• Maintain and update systems to ensure optimal performance while managing multiple requests.
• Take ownership of customer issues and follow through until resolution while meeting performance metrics.
• Leverage AI tools to support daily workflows and improve response quality.

Required skills

• Customer service
• Technical support
• Troubleshooting
• PC operating systems
• Mac operating systems
• Microsoft Office
• English fluency

Nice to have

• Hardware knowledge
• Networking knowledge
• AI tools
• Automation tools

Qualifications

• 2+ years of customer service experience

Benefits

• Medical coverage
• Dental care
• Life insurance
• Disability insurance
• Paid time off
• Paid sick leave
• Paid parental leave
• Paid holidays
• Employee Assistance Program

About the Company

Founded in 2008, Nextiva is a global leader trusted by over 100,000 businesses and 1 million users worldwide. Headquartered in Scottsdale, Arizona, the company provides an AI-powered, conversation-centric platform for customer experience and team collaboration.