Customer Support Representative

About the role

Nextiva is seeking a dedicated Customer Support Representative to assist our clients with their communication and customer experience needs. You will be a key point of contact, ensuring our users receive timely and effective solutions for our product suite. This role involves troubleshooting and guiding customers through our technology.

Key facts

What you'll do

• Respond to customer inquiries via phone, email, and chat, addressing questions about Nextiva's products.
• Provide technical assistance and guidance on NextivaONE, NEXT Platform, and XBert.
• Document customer interactions and resolutions accurately in our system.
• Collaborate with other teams to escalate and resolve complex customer issues.
• Contribute to improving customer satisfaction and retention.

Requirements

• A minimum of 2 years of experience in a customer support or client-facing role.
• A Bachelor's degree in a related field or equivalent practical experience.
• Proficiency in English, both written and spoken.
• Familiarity with unified communications and customer experience platforms.

Nice to have

• Experience supporting AI-powered customer service tools.
• Knowledge of contact center software.

Skills & tools

• Experience with CRM software.
• Familiarity with ticketing systems.
• Understanding of cloud-based communication services.

Practical notes

• Nextiva is an equal opportunity employer.
• Applications will be reviewed on a rolling basis.