Technical Support Representative

Guadalajara, Onsite · Ukraine, Remote · 2+ years experience · Posted Oct 3, 2026

At a glance

As a Technical Support Representative at Nextiva, you'll be on the front lines of delivering exceptional customer experiences and solving issues across hardware, software, and networking systems.
You will deliver Amazing Service® by processing and resolving requests received across various communication channels while continuously growing your skills.
The role leverages modern tools, including AI, to work smarter, move faster, and deliver better outcomes for customers.

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
Manage multiple requests simultaneously in a fast-paced, high-volume environment
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, 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

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
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)

Hardware and/or networking knowledge preferred
Exposure to AI & automation tools (e.g., ChatGPT, Microsoft Copilot) in a professional environment preferred

Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage
Life Insurance (24 times your monthly salary)
10 personal days before first anniversary for newly hired full-time employees
12 vacation days on first anniversary and 5 personal days annually thereafter in addition to vacation time
30-day Christmas bonus
50% vacation premium
Company-matched food vouchers (1 UMA/month)
13% matched savings fund (capped at 1.3x annual UMA)
Employee Assistance Program and comprehensive wellness initiatives
Access to ongoing learning and development opportunities and career advancement

This is an onsite role based at Nextiva's Guadalajara office (Calle Amado Nervo 2200, Jardínes del Sol, 45050 Zapopan, Jal.)
This role is expected to work onsite five days per week