Back
Technical Support Representative
Full-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. This is an onsite role based at Nextiva's Guadalajara office, expected to work onsite five days per week in a highly collaborative team environment.
As a Technical Support Representative, you'll be on the front lines of delivering exceptional customer experiences. You will deliver high-quality technical support by processing and resolving requests received across various communication channels, while continuously growing your skills. You'll leverage modern tools, including AI, to work smarter, move faster, and deliver better outcomes for customers.
What You'll Do
Solve What Matters: Troubleshoot customer issues across hardware, software, and networking systems, 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 for optimal performance, managing multiple requests simultaneously
Own the Outcome: Take full ownership of customer issues, following through until resolution while meeting performance metrics
Continuous Learning: Build technical knowledge of Nextiva products, systems, and troubleshooting processes
Work Smarter: Leverage AI tools (e.g., ChatGPT, Copilot) to summarize interactions, identify action items, and improve response quality, applying clear, structured inputs and iterating when responses aren't perfect
About You
2+ years of customer service experience, preferably in technical support or help desk
Working knowledge of PC and Mac operating systems and Microsoft Office; hardware and/or networking knowledge preferred
Advanced English fluency required (spoken and written)
Ability to regularly work shifts aligned with US business hours
Curiosity and enthusiasm for learning new technologies
Comfort working in fast-paced environments with evolving tools and processes
Core Competencies
Customer First: Patient, conscientious, and professional, with a focus on accuracy
Problem Solver: Strong troubleshooting and analytical skills with a persistent, solution-oriented mindset
Detail-Oriented: Ability to manage multiple tasks or conversations simultaneously
AI-Forward Mindset: Curiosity and willingness to experiment with AI & automation tools (e.g., ChatGPT, Microsoft Copilot)
Team-Driven: You collaborate, share knowledge, and contribute to a positive team environment
