Customer Support Representative (Night Shift)

Ukraine, Remote, US business hours (between 12:00pm-4:00am Monday through Friday)Full-TimeJunior

Salary not disclosed

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Job Details

Languages: Advanced English fluency required (spoken and written)
Experience: 2+ years of customer service experience
Required Skills: Artificial IntelligenceAnalytical SkillsCustomer serviceMicrosoft OfficeNetworkingTroubleshootingTechnical support

2+ years of customer service experience, preferably in technical support or help desk environment
Working knowledge of PC and Mac operating systems and Microsoft Office applications
Hardware and/or networking knowledge preferred
Advanced English fluency required (spoken and written)
Ability to work remotely in Ukraine
Ability to regularly work shifts aligned with US business hours (between 12:00pm-4:00am Monday through Friday)
Curiosity and enthusiasm for learning new technologies
Comfort working in fast-paced environments with evolving tools and processes
Patient, conscientious and professional; providing great customer experiences with a focus on accuracy
Strong troubleshooting and analytical skills with a persistent, solution-oriented mindset; able to overcome setbacks and willing to try multiple paths to reach the right solution
Ability to manage multiple tasks or conversations simultaneously; strong attention to detail in both technical work and documentation
Curiosity and willingness to experiment with AI & automation tools (e.g., ChatGPT, Microsoft Copilot)
Exposure to similar tools in a professional environment preferred
Collaborate, share knowledge, and contribute to a positive team environment

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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