Customer Support Representative (Night Shift) - Remote, Worldwide

Are you someone who thrives when the world winds down, finding energy and focus in the quiet hours? Imagine shaping the future of customer connections, one meaningful conversation at a time, all while the city sleeps. Nextiva is transforming how businesses communicate and collaborate, bringing cutting-edge AI together with genuine human insight. We believe in providing Amazing Service® at every touchpoint, and now, we need dedicated night owls to help us deliver just that. Join us in a pivotal remote role where your expertise will empower businesses across the globe, ensuring their success around the clock.

Overview

At Nextiva, we are driven by human innovation, continually reimagining how businesses connect. Our unique platform seamlessly integrates customer experience and team collaboration, powered by smart AI, all centered on meaningful conversations. Our culture is forward thinking, customer obsessed, and built on the belief that strong connections lead to better business outcomes. As a Customer Support Representative focusing on the night shift, you will be on the front lines, delivering our signature Amazing Service® to a diverse global client base. This is a fully remote opportunity, open to talented individuals around the world who are ready to make a significant impact from their home office.

Key Responsibilities

Provide high-quality technical support, processing and resolving customer requests with precision and empathy during designated night hours.
Engage directly with customers to understand their unique needs, guiding them towards effective solutions and making their experience smoother.
Go beyond simply fixing issues; actively uncover the underlying reasons for technical challenges to provide lasting assistance.
Offer expert guidance on Nextiva's conversation-centric platform, helping users maximize its features for customer experience and team collaboration.
Document all interactions and resolutions thoroughly, contributing to our comprehensive knowledge base and continuous improvement efforts.
Collaborate with internal teams, sharing insights and feedback that help refine our products and services.
Maintain a deep understanding of Nextiva’s offerings and emerging technologies to consistently deliver informed support.

Requirements

Proven experience in customer support or technical support, ideally within a fast-paced environment.
Exceptional verbal and written communication skills, capable of explaining complex technical information clearly and concisely.
Strong problem-solving abilities and a keen analytical mindset to diagnose and resolve a wide array of technical issues.
A genuine passion for customer success and a commitment to delivering Amazing Service® every single time.
Familiarity with cloud based communication platforms, VoIP, or networking fundamentals is a significant advantage.
Self motivated and disciplined, with the ability to work effectively and independently in a remote setting.
Possess a reliable internet connection and a dedicated, professional home office environment.
Availability to consistently work during night shift hours, aligning with our global support needs.

What You'll Gain

The chance to join an innovative, forward thinking company that is redefining business communication worldwide.
An opportunity to make a tangible impact on businesses by empowering them to connect more effectively.
Significant professional growth and development within a supportive and collaborative remote team.
Work alongside incredible people who are passionate about technology and amazing service.
The flexibility and autonomy that comes with a fully remote, global role.
Experience with a leading AI powered platform that truly stands out in the market.