Technical Support Specialist (Night Shift)
New
N
NextivaSoftware, Customer Experience
Ability to work remotely in Ukraine, shifts aligned with US business hours (between 12:00pm-4:00am Monday through Friday)Full-TimeMiddle
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
- Microsoft OfficeCustomer serviceNetworkingTechnical support
Requirements
- 2+ years of customer service experience, preferably in technical support or help desk environment.
- Advanced English fluency required (spoken and written).
- Working knowledge of PC and Mac operating systems.
- Working knowledge of Microsoft Office applications.
- Hardware and/or networking knowledge preferred.
- Ability to work remotely in Ukraine and regularly work shifts aligned with US business hours (12:00pm-4:00am Monday-Friday).
- Curiosity and enthusiasm for learning new technologies.
- Comfort working in fast-paced environments with evolving tools and processes.
- Ability to manage multiple tasks or conversations simultaneously with high attention to detail.
- Experience or willingness to experiment with AI and automation tools (e.g., ChatGPT, Microsoft Copilot).
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.
- 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.
- Leverage AI tools (e.g., ChatGPT, Copilot) to support daily workflows, such as summarizing customer interactions and identifying action items.
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