Customer Support Representative (Night Shift)
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Job description
About the Position
Customer Support Representative (Night Shift)
Ukraine, Remote
Redefine the future of customer experiences. One conversation at a time.
At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation-centric platform. Powered by AI, driven by human innovation.
Our culture is forward-thinking, customer-obsessed, and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.
If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.
Responsibilities
As a Customer & Technical Support Specialist at Nextiva, you’ll be on the front lines of delivering exceptional customer experiences. You’re not just solving issues, you’re uncovering the “why,” guiding customers to the right solutions, and making their day easier.
As a Technical Support Representative, you will deliver Amazing Service® through high-quality technical support services by processing and resolving requests received across various communication channels; while continuously growing your skills in a fast-paced, learning environment. You’ll leverage modern tools, including AI, to work smarter, move faster, and deliver even better outcomes for customers.
- Solve What Matters: Troubleshoot customer issues across hardware, software, and networking systems, quickly identifying root causes and driving resolution
- Deliver Great Experiences: Communicate clearly and professionally to ensure every interaction is positive and productive
- Stay on the Details: Document customer interactions, issues, and resolutions with accuracy and consistency
- Keep Systems Running: Provide, maintain, and update systems to ensure optimal performance for customers; managing multiple requests simultaneously in a fast-paced, high-volume environment
- Own the Outcome: Take full ownership of customer issues, following through until resolution while meeting daily and monthly performance metrics
- Continuous Learning: 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
- Work Smarter:
- 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 (persistence is key!)
Requirements
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Core Skills:
- 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 and 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
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Core Competencies:
- Customer First: Patient, conscientious, and professional; providing great customer experiences with a focus on accuracy
- Problem Solver: 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
- Detail-Oriented: Ability to manage multiple tasks or conversations simultaneously; strong attention to detail in both technical work and documentation
- AI-Forward Mindset: Curiosity and willingness to experiment with AI & automation tools (e.g., ChatGPT, Microsoft Copilot); exposure to similar tools in a professional environment preferred
- Team-Driven: You collaborate, share knowledge, and contribute to a positive team environment
We Offer
- Impact: Join a company trusted by over a million users, helping businesses deliver better customer experiences every day
- Innovation: Be part of a team building AI-powered solutions that drive efficiency and smarter customer engagement
- Growth: Thrive in a culture focused on continuous learning, development, and career progression
- Culture: Work alongside a supportive, high-energy team committed to Amazing Service® and meaningful connections
Total Rewards
Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can do their best.
Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary, incentives, or bonuses.
- Health 🍏 – Comprehensive medical coverage, individual limit on exclusions, and dental care
- Insurance 💼 – Life, disability, traumatic injuries, and critical diseases
- Work-Life Balance ⚖️ – PTO for all employees, Paid Sick leave (official document required), paid parental leave, and paid holidays
- Wellness 🤸 – Employee Assistance Program and wellness initiatives
- Growth 🌱 – Access to ongoing learning and development opportunities and career advancement
At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!
About the Company
Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.
Want to see what life at Nextiva is all about? Connect with us on Instagram, Instagram MX, YouTube, LinkedIn, and the Nextiva Blog.
© Nextiva. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
Our mission is to become the market leader in providing affordable, powerful, and intuitive business communication services including VoIP phone service, virtual fax, analytics, virtual conferencing, customer management products, surveys, and chat, powered by our NextOS platform.Our vision is to become your number one choice for serving all of your business communication needs. Our primary objective is to reach this goal through creating powerful, simple, user-friendly products with the highest level of reliability, and providing what we call “Amazing Service®”In 2005, Tomas Gorny, Nextiva co-founder and CEO, was in search of a VoIP phone system that could support a business with over 300 customer service representatives. The solutions available on the market at the time were either too complicated, inefficient, overpriced, or all of the above. There just weren’t any low-cost and intuitive solutions available for businesses.This inspired Tomas to take action and revolutionize the VoIP market. He saw an opportunity to create innovative and inclusive phone solutions that businesses of all levels could affordably access. They also had to be user-friendly, flexible, and reliable.Nextiva was founded in 2006 and we embarked on a journey to develop and launch a first-class VoIP business solution.We focus on innovation.Our strategy and a huge key to our success has been our focus on innovation. We are constantly improving our products and services and transforming the communications industry by launching top-of-the-line solutions that make a difference.We’re on a mission to create the best products available. This mindset has allowed us to set a leading pace and determine the direction of our industry.Since we entered the market, we humbly take credit for changing some of its dynamics to the benefit of all businesses. We feel fortunate to have had a hand in reshaping VoIP when it was an emerging industry.Our success with VoIP allowed us to expand our offerings and create innovative new tools and solutions for businesses. We now offer a diverse line-up of unified communications products and services for small, medium, and enterprise-level businesses.Featured Products & Services:NextOS uniquely channels powerful workflow automation and predictive modeling into a natively-built platform that makes business communication an effortless experience. Solutions include:Nextiva Voice: Empower your team with the best business phone service on the market. Our feature-rich voice service is scalable for any business and you can manage it from wherever you go.Nextiva Chat: Live chat software lets you connect with customers in real-time.Nextiva CRM: Manage all your customer interactions in one place and gain the insight you need to turn customers into fans!Nextiva Surveys: Collect the answers you need with survey software that lets you understand your audience better. Make better decisions for your business.Nextiva Analytics: Our intuitive analytics software enables businesses to view, analyze, and act on their call data to make the best data-driven decisions for their business. Our dashboard makes it easy to interpret and visualize data from anywhere.Nextiva Office: Make the move from analog to VoIP. Smoothly transition from a traditional phone system to feature-rich VoIP services.Call Center Solutions: Instantly access your enterprise-grade call center solution and quickly scale to respond to fluctuations in call volume.Click on the link to watch a video about what’s it like working at Nextiva —youtu.be/cIcWTvnVrRE.
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