[![Image]() Meet Jobicy Copilot — free AI autofill for job applications + remote job alerts ›](#) [All remote jobs](https://jobicy.com/jobs.md)Open role[![Nextiva logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/5863278d-221.jpeg)](https://jobicy.com/company/nextiva.md)Remote opportunity at[Nextiva](https://jobicy.com/company/nextiva.md) # Customer Support Representative (Night Shift, Weekdays) Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/nextiva.md)Share3 Sep 2026Published45Listing views3Application actions3 Oct 2026Apply before Opportunity details ## About this role. AI SummaryThis remote Technical Support Representative role provides high-volume customer support for Nextiva products during weekday night shifts aligned with US business hours. The representative troubleshoots hardware, software, networking, and system issues; documents cases; and owns issues through resolution. Candidates need at least two years of customer service experience, advanced English, and working knowledge of PC/Mac operating systems and Microsoft Office. The role emphasizes customer experience, structured troubleshooting, multitasking, technical learning, and practical use of AI tools such as ChatGPT or Copilot. It is explicitly available to candidates working remotely in Ukraine. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 3/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe position requires sound first-line technical troubleshooting across several systems while managing multiple concurrent customer requests. Its night-shift schedule, high-volume environment, performance metrics, and expectation of end-to-end case ownership increase the operational challenge. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianHighly competitive$60,000US market range$50k–$70k0$77k AI insightNo actual salary range is disclosed in the posting. These are estimated annual USD base-salary figures for the US market for a technical customer support representative with approximately two or more years of experience; actual Ukraine-based compensation may differ materially. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical support](https://jobicy.com/jobs?search_keywords=Technical%20support.md)[Customer service](https://jobicy.com/jobs?search_keywords=Customer%20service.md)[Troubleshooting](https://jobicy.com/jobs?search_keywords=Troubleshooting.md)[Hardware support](https://jobicy.com/jobs?search_keywords=Hardware%20support.md)[Software support](https://jobicy.com/jobs?search_keywords=Software%20support.md)[Networking](https://jobicy.com/jobs?search_keywords=Networking.md)[PC and Mac OS](https://jobicy.com/jobs?search_keywords=PC%20and%20Mac%20OS.md)[Microsoft Office](https://jobicy.com/jobs?search_keywords=Microsoft%20Office.md)[Case documentation](https://jobicy.com/jobs?search_keywords=Case%20documentation.md)[AI tools](https://jobicy.com/jobs?search_keywords=AI%20tools.md) Sample interview questionsHow do you approach troubleshooting a customer issue when the root cause is not immediately clear?I first clarify the customer’s goal, symptoms, timing, affected users, and any recent changes. I then check the most likely causes in a structured order, isolate variables where possible, document findings, and either resolve the issue or escalate it with concise diagnostic details. Describe how you would handle several urgent support requests arriving at the same time. I would quickly assess impact, urgency, and available workarounds, then prioritize incidents affecting multiple users or critical service. I would acknowledge each customer promptly, set clear expectations, work the highest-impact case first, and keep accurate notes so no request is missed. What information should be included in a high-quality support case note? A useful case note should capture the customer’s issue and business impact, relevant environment details, troubleshooting steps performed, results, communications, next actions, ownership, and resolution. This allows another representative to continue the case without requiring the customer to repeat information. How would you use an AI tool in support work while ensuring accuracy and customer privacy? I would use AI to help summarize non-sensitive interactions, organize action items, or improve the clarity of a draft response. I would verify every output against the case facts, follow company data-handling policies, avoid entering restricted customer information, and personalize the final communication. How do you maintain a professional customer experience when a customer is frustrated? I would listen without interrupting, acknowledge the inconvenience, and use calm, direct language to explain what I will do next. I would avoid blaming other teams, provide realistic timeframes and updates, and stay accountable until the issue is resolved or appropriately handed off. ### 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. How You’ll Make an Impact As a Technical Support Representative at Nextiva, you’ll be on the front lines of delivering exceptional customer experiences. You’re not just solving issues, you’re uncovering the “why,” guiding customers to the right solutions, and making their day easier. As a Technical Support Representative, you will deliver Amazing Service® through high-quality technical support services by processing and resolving requests received across various communication channels; while continuously growing your skills in a fast-paced, learning environment. You’ll leverage modern tools, including AI, to work smarter, move faster, and deliver even better outcomes for customers. What You’ll Do * Solve What Matters: Troubleshoot customer issues across hardware, software, and networking systems, quickly identifying root causes and driving resolution * Deliver Great Experiences: Communicate clearly and professionally to ensure every interaction is positive and productive * Stay on the Details: Document customer interactions, issues, and resolutions with accuracy and consistency * Keep Systems Running: Provide, maintain, and update systems to ensure optimal performance for customers; managing multiple requests simultaneously in a fast-paced, high-volume environment * Own the Outcome: Take full ownership of customer issues, following through until resolution while meeting daily and monthly performance metrics * Continuous Learning: Continuously build technical knowledge of Nextiva products, systems, and troubleshooting processes to provide better service. Explore new tools and ways of working to improve performance * Work Smarter: 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 (persistence is key!) About You: * 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; hardware and/or networking knowledge preferred * 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) * Curiosity and enthusiasm for learning new technologies * Comfort working in fast-paced environments with evolving tools and processes Core Competencies: * Customer First: Patient, conscientious and professional; providing great customer experiences with a focus on accuracy * Problem Solver: Strong troubleshooting and analytical skills with a persistent, solution-oriented mindset; able to overcome setbacks and willing to try multiple paths to reach the right solution * Detail-Oriented: Ability to manage multiple tasks or conversations simultaneously; strong attention to detail in both technical work and documentation * AI-Forward Mindset: Curiosity and willingness to experiment with AI & automation tools (e.g., ChatGPT, Microsoft Copilot); exposure to similar tools in a professional environment preferred * Team-Driven: You collaborate, share knowledge, and contribute to a positive team environment Why Nextiva? * Impact: Join a company trusted by over a million users, helping businesses deliver better customer experiences every day * Innovation: Be part of a team building AI-powered solutions that drive efficiency and smarter customer engagement * Growth: Thrive in a culture focused on continuous learning, development, and career progression * Culture: Work alongside a supportive, high-energy team committed to Amazing Service® and meaningful connections 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 Nexties to take care of themselves and their families so they can do their best. 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, incentives, or bonuses. * Health 🍏 – Comprehensive medical coverage, individual limit on exclusions and dental care * Insurance 💼– Life, disability, traumatic injuries and critical diseases * Work-Life Balance ⚖️ – PTO for all employees, Paid Sick leave (official document required), paid parental leave and paid holidays * Wellness 🤸‍ – Employee Assistance Program and 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! #LI-AL1 #LI-Remote 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. Want to see what life at Nextiva is all about? Connect with us on [Instagram](https://www.instagram.com/nextiva), [Instagram MX](https://www.instagram.com/nextivamexico), [YouTube](https://www.youtube.com/user/NextivaOfficial), [LinkedIn](https://www.linkedin.com/company/nextiva), and the [Nextiva Blog](https://www.nextiva.com/blog/). Show more [Apply now >](https://jobicy.com/jobs/152457-customer-support-representative-night-shift-weekdays.md) > Annual salary information is not provided for this position. 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