Technical Support Specialist (Night Shift)
Ukraine, Remote · Guadalajara, Onsite · 2+ years experience · Posted Oct 3, 2026
At a glance
- Experience
- 2+ years experience
- Location
- Ukraine, Remote · Guadalajara, Onsite
About the role
- As a Technical Support Specialist at Nextiva, you'll be on the front lines of delivering exceptional customer experiences.
- You will deliver Amazing Service through high-quality technical support services by processing and resolving requests received across various communication channels.
- You'll leverage modern tools, including AI, to work smarter, move faster, and deliver even better outcomes for customers.
Responsibilities
- 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; managing 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 to provide better service
- 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
Requirements
- 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)
Preferred qualifications
- hardware and/or networking knowledge preferred
- exposure to AI & automation tools in a professional environment preferred
Benefits
- Comprehensive medical coverage
- Individual limit on exclusions and dental care
- Life, disability, traumatic injuries and critical diseases insurance
- PTO for all employees
- Paid Sick leave
- Paid parental leave
- Paid holidays
- Employee Assistance Program and wellness initiatives
- Access to ongoing learning and development opportunities and career advancement
Skills
- Mac Operating Systems
- Microsoft Office Applications
- ChatGPT
- Microsoft Copilot
- AI Tools
- Automation Tools
