Technical Support Representative

About the role

Nextiva is looking for a dedicated professional to join our technical support team in Guadalajara. You will serve as a primary point of contact for clients, ensuring they receive high-quality assistance with our unified communications and CX solutions.

Key facts

What you'll do

• Provide direct technical assistance to customers via voice, email, and live chat channels.
• Troubleshoot issues related to the NEXT platform, business phone services, and contact center software.
• Assist users with AI-powered tools including the AI Receptionist, AI Voice Agent, and Agent Assist features.
• Manage customer inquiries regarding integrations, analytics, and workforce management tools.
• Maintain accurate documentation of support interactions within our internal systems.
• Escalate complex technical problems to senior engineering teams when necessary.

Requirements

• Proven experience in a technical support or customer-facing role within the SaaS or telecommunications industry.
• Strong understanding of cloud-based communication systems, PBX, and SIP trunking.
• Proficiency in troubleshooting omnichannel customer experience platforms.
• Ability to work onsite at our Guadalajara office.
• Excellent verbal and written communication skills for interacting with diverse business clients.

Skills & tools

• Technical proficiency with VoIP, cloud phone systems, and CRM integrations.
• Experience with AI-driven customer service automation tools.
• Familiarity with analytics and reporting dashboards.
• Ability to navigate and support social media, email, and messaging platforms within a unified inbox environment.

Practical notes

• This position requires an onsite presence in Guadalajara.
• Please ensure your application highlights your experience with unified communications and customer experience management software.