It's about more than the right fit. We're looking for the right connection.

At Nextiva, it's our team members that make Nextiva a great place to work. Nexties are smart, driven, and the best in class at what they do. We're changing the game in the software industry with the first of its kind, conversation-centric work hub that unifies team collaboration, customer management & engagement in ONE single application.

Since its founding in 2008, more than 100,000 companies rely on Nextiva for customer and team communication. We believe in the power of strong connections; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other.

Build Amazing - Deliver Amazing - Live Amazing - Be Amazing

Becoming a Technical Support Representative is the first step to a great career with Nextiva. Nextiva Technical Support Representatives are analytical, diligent, technically proficient, and are passionate about technology, networking, and serving our customers. Technical Support Reps take pride in their high-quality work and thrive in an environment where they are constantly learning new things. They demonstrate care for our customers by maintaining relationships with clients and by providing amazing service. Technical Support Representatives make it their goal to find the "why" when a customer has a concern and are quick in finding an appropriate solution. Upon graduation of training, they are truly experts in the Nextiva platform and are looking to create the best possible customer experience, while taking the time to learn and grow their own professional career within the company.

• Over 90% of the communication in this role will be in English (verbal & written). Please send us your resume in English when applying
• This person will be an employee of Nextiva, supporting Nextiva customers 
• This position will be 100% on-site at our Nextiva Guadalajara office. Want to check out our AMAZING culture? Follow Nextiva Mexico on Instagram. 
• Be sure to check out our rewards & benefits listed below

The Day-to-Day:

• Provide daily support to customers/users of various technology systems including answering questions, troubleshooting, analyzing problems, and quickly forming solutions to return systems to proper operation
• Communicate in a factual, polite, and professional manner to support end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
• Provision and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install updates when necessary
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of support or management
• Increase personal technical knowledge by reading trade publications, administration manuals, and diagnostics information
• Taking inbound contacts from customers through several different media streams, including: Phone, Email and Webchat
• Providing amazing service by meeting a set of daily and monthly metrics with a positive attitude

Job Qualifications / Requirements:

• English language fluency required (verbal & written)
• 2+ years of customer service experience, preferably in a call center, technical support or help desk environment
• Hardware and/or networking knowledge preferred
• Patient, conscientious, and interact with customers in a professional manner with a focus on completing tasks both pleasantly and correctly
• Quick to identify problems, form solutions, and execute step-by-step troubleshooting procedures
• Must have high attention to detail
• Working knowledge of PC and Mac operating systems and Microsoft Office Applications
• Bachelor's Degree preferred

Rewards and Benefits: 

We offer a competitive salary, and you will be eligible to sign up for our benefits package on your first day of employment!

• Major Health insurance for you and for your legal partner and children under 25 years
• Option to apply to the on-site meal program (based upon Nextiva's internal rules)
• Vision and Dental covered
• Life Insurance – 24 times your monthly salary
• 30-day Christmas Bonus (Aguinaldo)
• 50% Vacation premium
• 12 days for vacations on your first-year anniversary
• Newly hired full-time employees of Nextiva earn ten (10) personal days before their first anniversary
• After your first year you will be entitled to 5 personal days each year after each anniversary date additional to your vacation days
• Company matched Food Vouchers – You receive 1 x monthly UMA (Unidad de Medida y Actualización) per month
• Company matched savings fund – 13% of your monthly salary capped to 1.3 times the annual value of the UMA

To check out what's going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog.