Technical Support Representative - Night Shift
Ukraine, US business hours (between 12:00pm-12:00am Monday through Friday)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Advanced English fluency (spoken and written)
- Experience
- 2+ years
- Required Skills
- Microsoft Office
Requirements
- 2+ years of customer service experience
- Experience in technical support or help desk environment preferred
- Working knowledge of PC operating systems
- Working knowledge of Mac operating systems
- Working knowledge of Microsoft Office applications
- Hardware knowledge preferred
- Networking knowledge preferred
- Advanced English fluency (spoken)
- Advanced English fluency (written)
- Ability to work remotely in Ukraine
- Ability to regularly work shifts aligned with US business hours (between 12:00pm-12:00am Monday through Friday)
- Curiosity and enthusiasm for learning new technologies
- Comfort working in fast-paced environments with evolving tools and processes
- Curiosity and willingness to experiment with AI & automation tools (e.g., ChatGPT, Microsoft Copilot)
- Exposure to similar AI tools in a professional environment preferred
Responsibilities
- 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
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