- Troubleshoot customer issues across hardware, software, and networking systems, quickly identifying root causes and driving resolution
- Communicate clearly and professionally to ensure every interaction is positive and productive
- Document customer interactions, issues, and resolutions with accuracy and consistency
- Provide, maintain, and update systems to ensure optimal performance for customers; managing multiple requests simultaneously in a fast-paced, high-volume environment
- Take full ownership of customer issues, following through until resolution while meeting daily and monthly performance metrics
- Continuously build technical knowledge of Nextiva products, systems, and troubleshooting processes to provide better service
- Explore new tools and ways of working to improve performance
- Leverage AI tools (e.g., ChatGPT, Copilot, or similar) to support daily workflows, such as summarizing customer interactions, identifying key action items, and improving response quality
- Apply clear and structured inputs when using AI tools to generate accurate and relevant outputs; iterating and refining your approach when the responses aren't perfect
Artificial IntelligenceAnalytical SkillsCustomer service+4 more