Nextiva is hiring a
Tech Support Representative

Summary

Join Nextiva as a Technical Support Representative and be part of a team that's changing the game with conversation-centric customer experiences. As a Technical Support Rep, you'll provide daily support to customers/users of various technology systems, communicate in a factual, polite, and professional manner, provision and maintain hardware, software, and other equipment, and increase personal technical knowledge by reading trade publications, administration manuals, and diagnostics information.

Requirements

• English language fluency required (verbal & 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
• Bachelor’s Degree preferred

Responsibilities

• 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

Benefits

• Major Health insurance for you and for your legal partner and children under 25 years
• Vision and Dental covered
• Life Insurance – 24 times your monthly salary
• 30-day Christmas Bonus (Aguinaldo)
• 50% Vacation premium
• 12 days for vacations on your first-year anniversary
• Newly hired full-time employees of Nextiva earn ten (10) personal days before their first anniversary
• After your first year you will be entitled to 2 personal days each year after each anniversary date additional to your vacation days
• Company matched Food Vouchers – You receive 1 x monthly UMA (Unidad de Medida y Actualización) per month
• Company matched savings fund – 13% of your monthly salary capped to 1.3 times the annual value of the UMA