Account Service Representative

We are seeking a proactive and customer-focused Account Service Representative with expertise in website building tools to join our team. In this role, you will assist customers in creating website templates and integrating Nextiva services into their websites, while identifying opportunities to introduce ancillary products and upsell additional services.

The ideal candidate will have a strong understanding of web design principles, excellent technical problem-solving skills, and the ability to identify customer needs to recommend effective solutions. This position is a fantastic entry point for a rewarding career with Nextiva.

The Account Service Representative is analytical, diligent, and passionate about technology, networking, and delivering exceptional customer service. They take pride in their work, thrive in a fast-paced environment where continuous learning is encouraged, and demonstrate genuine care by maintaining strong customer relationships and providing outstanding support.

Our representatives strive to uncover the "why" behind customer concerns and deliver timely, effective solutions. Following training, they become experts in the Nextiva platform, focused on creating exceptional customer experiences while advancing their own professional growth within the company.

Join us and be part of a dynamic team where your skills and dedication will be valued and nurtured.

• 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 Want to check out our AMAZING culture? Follow Nextiva Mexico on Instagram: @nextiva_mexico
• Be sure to check out our rewards & benefits listed below

Key Responsibilities:

• Assist customers navigate web builder tools, templates, and features to design visually appealing, high-performing websites
• Assist with domain name setup, DNS pointing, and resolving related technical problems to ensure smooth website functionality
• Provide assistance to customers via phone, email, and webchat, addressing inquiries, troubleshooting technical issues, and guiding them through website-building processes
• Diagnose and resolve technical issues related to website creation, hosting, domain connections, and third-party integrations
• May offer basic Nextiva platform support, including setup and initial troubleshooting to enhance customer success
• May engage customers in discussions about their business goals to recommend solutions that enhance their online presence and operational efficiency
• Perform basic troubleshooting steps and escalate if necessary
• Maintain customer interactions within CRM and maintain a clean pipeline and personal case folder

Qualifications:

• English language fluency required (verbal & written)
• 2+ years customer service experience, preferably in a call center, technical support or help desk environment
• Foundational knowledge and understanding of web design principals
• Familiarity with web hosting platforms, domain management, and content management systems (CMS)
• Experience using customer support software Salesforce and Salesforce CRM tools to track interactions
• Ability to manage multiple projects simultaneously while meeting deadlines
• 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
• Ability to explain technical concepts to non-technical audiences effectively
• Proficiency in HTML, CSS, or basic coding (a plus)
• Bachelor’s Degree preferred

Nextiva Core Competencies / DNA:

• Drives Results:  The successful candidate will be action oriented, with a passion for solving problems.  They will bring clarity and simplicity to ambiguous situations.  This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success.  They are a change agent, prepared to lead and drive changes as we transform. 
• Critical Thinker:  The successful candidate is fact based and data driven, able to understand and articulate the “why,” identifying key drivers and learning from the past.  They are forward-thinking, anticipating problems before they arise.  They’ll recommend and action well thought out solutions, understanding the risks and dependencies. 
• Right Attitude:  The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they’re resilient and able to easily bounce back from setbacks.  They will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way.  They will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

Rewards & Benefits: 

✅ Major Health insurance for you and for your legal partner and children under 25 years
✅ 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

Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B. To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog. 

#LI-AL1 #LI-ONSITE