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Customer Care Associate

2 months ago

Scottsdale, Arizona, United States Nextiva Full time

Client Support Specialist

at Nextiva

Nextiva is dedicated to providing innovative communication solutions that empower businesses to connect effectively with their clients and teams. Over 100,000 organizations trust Nextiva for their telecommunication and customer management needs. We are not your traditional telecom provider.

Established in 2008, Nextiva has transformed the telecom landscape by making technology more accessible and affordable. Our clients tackle their most significant challenges using our VoIP innovations and our hallmark Amazing Service.

Today, Nextiva stands as the fastest-growing privately-held provider of cloud communication services. We don’t just follow industry trends; we set them. Business leaders turn to Nextiva to equip their teams, whether in the office or working remotely. Nextiva is more than just a tech company; we are a vital part of the economy.

By joining our global team, you are embracing an opportunity to be part of a rapidly growing tech company with immense potential and exciting career prospects.

We are on the lookout for exceptional individuals to join our team.

Becoming a Client Support Specialist is a stepping stone to a rewarding career with Nextiva. This entry-level position includes comprehensive training to help you excel within our technical support team.

Client Support Specialists are analytical, detail-oriented, and possess a strong technical aptitude. They are passionate about technology and dedicated to serving our clients. Our specialists take pride in delivering high-quality work and thrive in an environment that fosters continuous learning. They prioritize understanding customer concerns and are swift in providing effective solutions. Upon completing training, they become experts in the Nextiva platform, committed to creating outstanding customer experiences while advancing their professional growth within the company.

Key Responsibilities:

  • Provide daily assistance to customers utilizing various technology systems, including addressing inquiries, troubleshooting issues, and quickly devising solutions to restore system functionality.
  • Communicate professionally and courteously with end users, colleagues, and management to resolve issues promptly and ensure customer satisfaction.
  • Provision and maintain hardware, software, and other equipment to meet client specifications, regularly monitor operational performance, and implement updates as necessary.
  • Keep detailed records of daily customer interactions, installation activities, reported issues, and resolutions, along with any further actions required.
  • Enhance personal technical knowledge by engaging with trade publications, administration manuals, and diagnostic resources.
  • Handle inbound customer inquiries through multiple channels, including phone, email, and web chat.
  • Deliver exceptional service by achieving established daily and monthly performance metrics with a positive demeanor.

Qualifications:

  • Minimum of 2 years of customer service experience, ideally in a call center, technical support, or help desk setting.
  • Exhibit patience and professionalism when interacting with customers, focusing on completing tasks efficiently and effectively.
  • High school diploma and a willingness to learn through on-the-job training.
  • Ability to quickly identify problems, develop 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 is Our Priority:

We are committed to your professional development and value your potential for growth. Nextiva is a place to build a career, not just hold a job.

Access to Personal and Professional Development resources is readily available. You will have numerous opportunities to enhance your skills and prepare for future career advancements. Nextiva has invested in top-tier training programs to help you grow your expertise and knowledge, setting you up for success in your career journey.

Benefits:

Our benefits package is available to you starting the first of the month following your start date.

Remote Work Requirements:

This position is currently a full-time remote role, with the option to work from our office if desired, adhering to safety protocols. Nextiva is developing long-term plans regarding our workforce location, and you may be asked to perform some or all of your work at Nextiva's offices or maintain the flexibility to work from home.

To be successful in this role, you must have a quiet and secure workspace free from distractions, located at your confirmed residence. Due to the confidential nature of 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. Arrangements for this internet service must be made prior to your employment start date.

Nextiva will provide necessary equipment, including a desktop computer and monitor if needed. You may only connect to Nextiva's systems using the provided computer and must connect directly to your internet modem or router via a wired connection.

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

Nextiva is a leader in the Voice over IP and Unified Communications as a Service sectors. We are outpacing our competitors, making this 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 choice for you. Our global team embraces our commitment to Amazing Service and fosters a culture of innovation, care, and simplicity. Nextiva values diversity and is dedicated to creating an inclusive environment for all employees.

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.