Technical Support Representative I

Redefine the future of customer experiences. One conversation at a time.

At Nextiva, we're reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.

Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it's through our signature Amazing Service, the technology we create, or the experiences we cultivate, connection is at the core of who we are.

If you're ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.

Build Amazing. Deliver Amazing. Live Amazing. Be Amazing.

Becoming a Technical Support Representative is the first step to a great career with Nextiva. 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.

The Day-to-Day:

• 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:

• English language fluency required (verbal & written)
• 2+ years customer service experience, preferably in a call centre, technical support or help desk environment
• 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
• Knowledge on Salesforce and CRM tools are added advantage
• Bachelor's Degree preferred

Nextiva DNA (Core Competencies)

Nextiva's most successful team members share common traits and behaviors:

• Drives Results: Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations, challenge the status quo, and ask what can be done differently. They lead and drive change, celebrating success to build more success.
• Critical Thinker: Understands the "why" and identifies key drivers, learning from the past. They are fact-based and data-driven, forward-thinking, and see problems a few steps ahead. They provide options, recommendations, and actions, understanding risks and dependencies.
• Right Attitude: They are team-oriented, collaborative, competitive, and hate losing. They are resilient, able to bounce back from setbacks, zoom in and out, and get in the trenches to help solve important problems. They cultivate a culture of service, learning, support, and respect, caring for customers and teams.

Total Rewards

Our Total Rewards offerings are designed to allow our employees 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 and/or hourly wages, incentives, or bonuses.

• Medical - Medical insurance coverage is available for employees, their spouse, and up to two dependent children with a limit of 500,000 INR, as well as their parents or in-laws for up to 300,000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit, providing peace of mind and security in times of medical necessity.
• Group Term & Group Personal Accident Insurance - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent, visible & external means.
  • Coverage Type - Employee Only
  • Sum Insured - 3 times of annual CTC with minimum cap of INR 10,00,000
  • Free Cover Limit - 1.5 Crore
• Work-Life Balance - 15 days of Privilege leaves per calendar year, 6 days of Paid Sick leave per calendar year, 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves, 1 week of Paternity leave, a day off on your Birthday, and paid holidays
• Financial Security - Provident Fund & Gratuity
• 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 

#LI-MM1 #LI-Onsite

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.

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