Hybrid Technical Support Representative – Weekend Shift

at Nextiva

• Job title: Technical Support Representative – Weekend Shift
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Guadalajara, Mexico

About the role

• Technical Support Representative providing customer support for Nextiva clients, troubleshooting issues, and ensuring high-quality service and satisfaction in a hybrid working model.

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

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

Benefits

• Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage
• Life Insurance (24 times your monthly salary)
• Newly hired full-time employees at Nextiva receive 10 personal days before their first anniversary, 12 vacation days on their first anniversary, and 5 personal days annually thereafter in addition to vacation time
• Enjoy a 30-day Christmas bonus, 50% vacation premium, company-matched food vouchers (1 UMA/month), and a 13% matched savings fund (capped at 1.3x annual UMA)
• Employee Assistance Program and comprehensive wellness initiatives
• Access to ongoing learning and development opportunities and career advancement