[All remote jobs](https://jobicy.com/jobs.md)[![Nextiva logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/5863278d-221.jpeg)](https://jobicy.com/company/nextiva.md)[Nextiva](https://jobicy.com/company/nextiva.md) # Technical Support Specialist (Night Shift) 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)ShareRemote from[Ukraine](https://jobicy.com/job-region/ukraine.md)SalaryUndisclosedDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceSeniorPublished20 Oct 2026Apply before19 Nov 2026Listing views33Application actions0Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Nextiva is seeking a remote Technical Support Specialist in Ukraine to provide night-shift support aligned with US business hours. The role handles customer requests across communication channels, troubleshoots hardware, software, and networking issues, and documents resolutions accurately. Success requires strong English, customer-service experience, familiarity with PC and Mac environments, and the ability to manage multiple high-volume cases. The specialist is expected to own issues through resolution, meet performance metrics, and use AI tools such as ChatGPT or Copilot to improve workflow quality. This is a customer-facing technical support position with a strong emphasis on responsiveness, persistence, and continuous learning. ## 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 technical scope is primarily first-line troubleshooting, but the role requires diagnosing issues across hardware, software, and networking while managing multiple live customer requests. Night-shift coverage, US-hours alignment, performance metrics, and high case volume increase the operational challenge. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$24,000US market range (per year)$18k–$32k0$35.20k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. The yearly cadence and USD market estimate are inferred for a full-time remote technical support specialist working from Ukraine; actual compensation may vary by experience, shift schedule, and employment arrangement. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical troubleshooting](https://jobicy.com/jobs?search_keywords=Technical%20troubleshooting.md)[Customer support](https://jobicy.com/jobs?search_keywords=Customer%20support.md)[Help desk support](https://jobicy.com/jobs?search_keywords=Help%20desk%20support.md)[PC operating systems](https://jobicy.com/jobs?search_keywords=PC%20operating%20systems.md)[Mac operating systems](https://jobicy.com/jobs?search_keywords=Mac%20operating%20systems.md)[Networking fundamentals](https://jobicy.com/jobs?search_keywords=Networking%20fundamentals.md)[Microsoft Office](https://jobicy.com/jobs?search_keywords=Microsoft%20Office.md)[Incident documentation](https://jobicy.com/jobs?search_keywords=Incident%20documentation.md)[Root cause analysis](https://jobicy.com/jobs?search_keywords=Root%20cause%20analysis.md)[Ticket management](https://jobicy.com/jobs?search_keywords=Ticket%20management.md)[English communication](https://jobicy.com/jobs?search_keywords=English%20communication.md)[AI productivity tools](https://jobicy.com/jobs?search_keywords=AI%20productivity%20tools.md)[ChatGPT](https://jobicy.com/jobs?search_keywords=ChatGPT.md)[Microsoft Copilot](https://jobicy.com/jobs?search_keywords=Microsoft%20Copilot.md)[Multitasking](https://jobicy.com/jobs?search_keywords=Multitasking.md) Sample interview questionsHow would you troubleshoot a customer who cannot connect to a network service?I would first clarify the symptoms, error messages, affected device, and scope of the issue. Then I would check basic connectivity, account or service status, device settings, and recent changes before isolating whether the cause is local hardware, software, network configuration, or the service itself. I would document the steps, communicate progress, and escalate with clear evidence if the issue requires another team. How do you manage several customer requests during a high-volume shift? I prioritize requests by urgency, customer impact, and service-level expectations. I acknowledge each customer promptly, use concise notes to preserve context, and work methodically so that urgent incidents progress without losing track of routine cases. I keep customers updated when resolution takes time and ensure every case has an accurate next step. Describe how you would use AI tools in a technical support workflow. I would use approved AI tools to summarize long customer conversations, identify action items, draft clear responses, and organize troubleshooting notes. I would validate all output against the actual case details and internal knowledge base rather than relying on generated content without review. This helps improve speed while protecting accuracy and customer trust. How do you handle a frustrated customer when the issue cannot be resolved immediately? I would acknowledge the impact of the problem, listen without interrupting, and explain what I have confirmed so far in clear language. I would set realistic expectations, provide the next troubleshooting or escalation step, and commit to updates. Remaining calm, accountable, and transparent helps rebuild confidence even when a fix requires more time. What information should be included in a strong support ticket note? A strong ticket note should include the customer’s reported issue, environment or device details, relevant error messages, troubleshooting steps already completed, findings, current status, and the agreed next action. It should be concise enough for another specialist to continue the case without asking the customer to repeat information. Opportunity details ## About this role. ### 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 Specialist 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/156000-technical-support-specialist-night-shift.md) > Annual salary information is not provided for this position. 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