Technical Support Representative I

Redefine the future of customer experiences. One conversation at a time.

At Nextiva, we're reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.

Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it's through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.

If you're ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.

Location: This is an onsite role based at Nextiva's Bengaluru office (Wilshire III by MFAR, 492, Hobli, RHB Colony, Mahadevapura, Bengaluru, Karnataka 560048). Working together onsite strengthens how we operate, enabling faster decisions, clearer communication, and stronger execution, so you can make a greater impact and move work forward with speed and clarity.

In-Office Expectation: This role is expected to work onsite four days per week, with the potential to increase to five days per week, as required by the business. Specific scheduling and flexibility will be guided by your leader to support both team collaboration and individual productivity.

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.

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 customer service experience, preferably in a call centre, technical support or help desk environment

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

Knowledge on Salesforce and CRM tools are added advantage

Bachelor's Degree preferred

Nextiva DNA (Core Competencies)

Nextiva's most successful team members share common traits and behaviors:

Drives Results: Action-oriented problem solvers who quickly bring clarity and simplicity to ambiguity, challenge the status quo, and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically, learning and improving as they go.

Critical Thinker: Data-driven, forward-thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations. They confidently leverage AI and automation to reduce friction, improve decision-making, and focus on higher-value work.

Right Attitude: Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, and care for customers and teammates.

Total Rewards

Our Total Rewards offerings are designed to allow our employees to take care of themselves and their families so they can be their best, in and out of the office.

Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses.

Medical - Medical insurance coverage is available for employees, their spouse, and up to two dependent children with a limit of 500,000 INR, as well as their parents or in-laws for up to 300,000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit, providing peace of mind and security in times of medical necessity.

Group Term & Group Personal Accident Insurance - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent, visible & external means.

Coverage Type - Employee Only

Sum Insured - 3 times of annual CTC with minimum cap of INR 10,00,000

Free Cover Limit - 1.5 Crore

Work-Life Balance ️ - 15 days of Privilege leaves per calendar year, 6 days of Paid Sick leave per calendar year, 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves, 1 week of Paternity leave, a day off on your Birthday, and paid holidays

Financial Security - Provident Fund & Gratuity

Wellness ‍ - Employee Assistance Program and comprehensive wellness initiatives

Growth - Access to ongoing learning and development opportunities and career advancement

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!

Beware of Recruitment Fraud: At Nextiva, we follow a merit-based hiring process and do not charge any fees or require a deposit at any stage. We also do not authorize any third parties to collect payments or sensitive information on our behalf.

All genuine communications from Nextiva originate from official email addresses ending in "@nextiva.com". Communications received from free email services (such as Gmail, Yahoo, or Hotmail) purporting to be from Nextiva should be treated as fraudulent. If you are contacted by a third-party claiming to represent us, please verify their credentials by writing to talent@nextiva.com.

We encourage candidates to stay vigilant and verify the authenticity of any communication claiming to be from Nextiva, including unsolicited calls, WhatsApp messages and Telegram communications. While we strive to maintain a secure hiring process, Nextiva is not responsible for any losses arising from fraudulent activities. If you believe that you have been a victim of recruitment fraud, please contact your law enforcement agencies immediately.

For genuine opportunities, please apply only through our official career sites: Nextiva Careers & Nextiva Jobs on LinkedIn.

#LI-AK1 #LI-ONSITE

Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.

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