Nextiva is looking for a dedicated professional to join our technical support team in Guadalajara. You will serve as a primary point of contact for clients, ensuring they receive high-quality assistance with our unified communications and CX solutions.
- - Provide direct technical assistance to customers via voice, email, and live chat channels.
- - Troubleshoot issues related to the NEXT platform, business phone services, and contact center software.
- - Assist users with AI-powered tools including the AI Receptionist, AI Voice Agent, and Agent Assist features.
- - Manage customer inquiries regarding integrations, analytics, and workforce management tools.
- - Maintain accurate documentation of support interactions within our internal systems.
- - Escalate complex technical problems to senior engineering teams when necessary.
Requirements
- - Proven experience in a technical support or customer-facing role within the SaaS or telecommunications industry.
- - Strong understanding of cloud-based communication systems, PBX, and SIP trunking.
- - Prufessional with troubleshooting omnichannel customer experience platforms.
- - Ability to work onsite at our Guadalajara office.
- - Excellent verbal and written communication skills for interacting with diverse business clients.
Skills & tools
- - Technical proficiency with VoIP, cloud phone systems, and CRM integrations.
- - Experience with AI-driven customer service automation tools.
- - Familiarity with analytics and reporting dashboards.
- - Ability to navigate and support social media, email, and messaging platforms within a unified inbox environment.
Practical notes
- - This position requires an onsite presence in Guadalajara.
- - Please ensure your application highlights your experience with unified communications and customer experience management software.