Technical Assistance Representative

2 weeks ago

Scottsdale, Arizona, United States Nextiva Full time

Client Support Specialist

at Nextiva

Nextiva is at the forefront of developing integrated communication solutions that empower businesses to maintain seamless connections with their clients and teams. Over 100,000 enterprises trust Nextiva for their telecommunication and customer management needs. We are not your traditional telecom provider.

Established in 2008, Nextiva has revolutionized the trillion-dollar telecom sector by making technology more user-friendly and cost-effective for all. Organizations tackle their most significant challenges with our VoIP advancements and our hallmark Amazing Service.

Currently, Nextiva stands as the fastest-growing privately-owned provider of cloud communication services. Rather than following industry trends, we set them. Business leaders depend on Nextiva to equip their teams, whether in the office or working remotely. Nextiva is more than just a technology firm; we are a crucial component of the economy.

By becoming part of our global team, you are embracing an opportunity to be involved in a rapidly expanding tech company with immense growth potential and exciting prospects ahead.

We are actively seeking exceptional individuals to join our team.

Starting as a Technical Assistance Representative is your gateway to a rewarding career with Nextiva. This entry-level position comes with comprehensive training to help you become an expert within our technical support division.

Technical Assistance Representatives are analytical, detail-oriented, and possess a strong technical aptitude, coupled with a passion for technology, networking, and customer service. They take pride in delivering high-quality work and thrive in an environment of continuous learning. They prioritize customer care by nurturing relationships and providing outstanding service. Their goal is to uncover the underlying issues when a customer encounters a problem and swiftly identify suitable solutions. Upon completing their training, they become proficient in the Nextiva platform, dedicated to enhancing the customer experience while advancing their professional journey within the organization.

Key Responsibilities:

  • Deliver daily support to users of various technological systems, including addressing inquiries, troubleshooting, and analyzing issues to restore systems to optimal performance.
  • Communicate in a clear, courteous, and professional manner to assist end users, colleagues, and management in resolving issues and ensuring customer satisfaction.
  • Provision and maintain hardware, software, and other equipment to fulfill client needs, routinely monitor operational performance, and implement updates as necessary.
  • Keep meticulous records of daily interactions with customers, installation activities, reported issues, and completed solutions, along with any follow-up actions required.
  • Enhance personal technical knowledge by reviewing industry publications, administration manuals, and diagnostic resources.
  • Handle inbound inquiries from customers through various channels, including phone, email, and web chat.
  • Provide exceptional service by achieving established daily and monthly performance metrics with a positive demeanor.

Qualifications / Requirements:

  • Minimum of 2 years of customer service experience, ideally in a call center, technical support, or help desk setting.
  • Exhibit patience, conscientiousness, and professionalism when interacting with customers, focusing on completing tasks effectively and pleasantly.
  • High school diploma and a willingness to learn through hands-on training.
  • Ability to quickly identify issues, devise solutions, and execute step-by-step troubleshooting procedures.
  • Strong attention to detail is essential.
  • Familiarity with PC and Mac operating systems and Microsoft Office applications.

Your Success Depends on Your Commitment:

We are dedicated to the development of our employees and value your potential for professional growth. Nextiva is a place to cultivate a career, not merely hold a job.

Personal and Professional Development is readily available. You will have access to numerous resources to enhance your skills related to your role and prepare for future career advancement. Nextiva has invested in top-tier training programs to expand your expertise and knowledge, equipping you for future opportunities along your career path.

Rewards and Benefits:

You will have the opportunity to enroll in our benefits package that commences at the beginning of the month following your start date.

Work from Home Requirements:

This position is currently a full-time, remote role, with the option to work from our office if preferred (subject to adherence to safety protocols). Nextiva is formulating our long-term strategy regarding workforce location, and depending on the outcome, you may be required to perform some or all of your work at Nextiva's offices or have the flexibility to continue working remotely.

It is essential to have a quiet and secure workspace free from distractions, located at your confirmed residence. Due to the handling of confidential customer information, working from public locations or using public internet connections is not permitted.

A stable, high-speed internet connection with a minimum of 50 Mbps download and 5 Mbps upload speeds is required, preferably through broadband cable or fiber optic service (DSL, satellite, dial-up, or wireless connections are not acceptable). This internet service must be established prior to your employment commencement.

Nextiva will supply a desktop computer, monitor (if necessary), and other related equipment, cables, and accessories. You may only connect to Nextiva's systems using the provided computer. A direct wired connection to your internet modem or router is required; your modem or router must be in close proximity to your workspace or reachable by an ethernet cable.

Compliance with Nextiva's acceptable use, confidentiality, and related policies is mandatory at all times.

Nextiva is a leader in the Voice over IP (VoIP) and Unified Communications as a Service (UCaaS) sectors. We are outpacing our competitors, making it an exciting time to join our team. If you are looking to be part of a dynamic tech company with significant potential, Nextiva is the right place for you. Our global team of over 1,000 members embraces our commitment to Amazing Service. We are passionate about fostering a culture of innovation, care, and simplicity. Nextiva values diverse individuals who align with our mission and vision to elevate our company to new heights. We offer an impressive benefits package and maintain a resilient company culture.

Join us in redefining the future of business communications.

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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