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About nexahire
nexahire is a leading innovator at the crossroads of energy, technology, and home services. With a mission to build a smarter, cleaner, and more connected future, nexahire empowers millions of households across the United States with intelligent products, proactive protection, and seamless connectivity. Our Smart Home division redefines everyday living by delivering cutting‑edge automation, energy‑efficient solutions, and round‑the‑clock support that keeps homes safe, comfortable, and sustainable.
Why Join the nexahire Smart Home Team?
At nexahire, you’ll become part of a purpose‑driven community that values curiosity, collaboration, and continuous improvement. We invest heavily in employee growth, provide a flexible remote work environment, and celebrate diversity and inclusion. Whether you’re just starting your career or looking to deepen your expertise in customer‑centric technology support, nexahire offers a platform where your contributions directly impact the lives of homeowners nationwide.
Role Overview
We are seeking a Remote Field Support Chat Representative to serve as the primary point of contact for our Field Service Professionals and Direct‑To‑Home Installation Partners. In this role, you will provide real‑time assistance via chat (and occasional outbound calls) to resolve account, scheduling, and technical issues related to the nexahire Smart Home system. The position is fully remote, with a structured four‑week paid training program followed by a permanent schedule of Sundays plus one weekday off.
Key Responsibilities
- Manage up to two simultaneous chat sessions with nexahire field employees, delivering prompt, accurate, and courteous assistance.
- Troubleshoot the mobile and web applications used by Field Professionals, diagnosing errors and guiding users through step‑by‑step resolutions.
- Maintain a trusted partnership with the Field Operations team by acting as an advocate and resource for field technicians.
- Conduct scripted pre‑install and post‑install surveys to capture critical feedback and ensure service quality.
- Answer detailed questions about work order specifics, scheduling logistics, and equipment availability.
- Accurately document all interactions, updates, and resolutions in nexahire’s CRM platform (formerly Salesforce), ensuring data integrity and trend analysis.
- Identify recurring issues, propose process improvements, and collaborate with product and operations teams to reduce future support tickets.
- Promote self‑service resources and knowledge‑base articles to empower field partners and minimize repeat calls.
Essential Qualifications
- High school diploma, GED, or equivalent; additional education or certifications are a plus.
- Minimum typing speed of 35 words per minute with a high degree of accuracy.
- Ability to work full‑time shifts that include Saturdays and Sundays, with a permanent schedule of Sundays plus one weekday off.
- Strong verbal and written communication skills, delivering a “white‑glove” customer experience.
- Demonstrated problem‑solving abilities, capable of quickly assessing situations and determining the best course of action.
- Comfort with multitasking across multiple internal systems and platforms while maintaining focus and professionalism.
- Flexibility to adapt to evolving processes, software updates, and new tools without loss of productivity.
- Commitment to completing the four‑week paid training program with 100 % attendance.
Preferred Qualifications & Experience
- Prior experience in technical support, field service coordination, or a similar customer‑facing role.
- Familiarity with smart‑home technologies, IoT devices, or energy‑management platforms.
- Experience using CRM systems (e.g., nexahire) to log interactions, track tickets, and generate reports.
- Basic understanding of networking concepts, Wi‑Fi troubleshooting, and mobile app diagnostics.
- Previous remote work experience, demonstrating self‑discipline, time‑management, and a productive home office setup.
Core Skills & Competencies
- Communication: Clear, concise, and empathetic written communication; ability to convey technical information in layperson’s terms.
- Technical Acumen: Quick learning of software interfaces, ability to navigate multiple windows, and troubleshoot app‑related issues.
- Customer Advocacy: Genuine desire to help field professionals succeed, fostering trust and long‑term relationships.
- Attention to Detail: Precise documentation of chat transcripts, error codes, and resolution steps.
- Time Management: Efficiently juggle concurrent chats while meeting service‑level agreements.
- Adaptability: Openness to change, willingness to adopt new tools, and ability to thrive in a fast‑moving environment.
Equipment & Work‑Environment Requirements
- Personal computer (laptop or desktop) running Windows 10; macOS, tablets, Chromebooks, or other operating systems are not supported.
- Computer equipped with a webcam and at least 16 GB of RAM.
- USB‑wired headset with a functional microphone for occasional outbound calls.
- Reliable wired internet connection with minimum speeds of 50 Mbps download and 25‑50 Mbps upload.
- Quiet, private workspace free from distractions, and the ability to remain the primary caregiver for children, pets, or others during shift hours.
Training & Development
All new hires undergo a comprehensive four‑week paid training program, Monday through Friday, covering:
- nexahire product suite and smart‑home ecosystem fundamentals.
- CRM navigation, data entry standards, and documentation best practices.
- Effective chat etiquette, conflict resolution, and escalation protocols.
- Technical troubleshooting of mobile apps, hardware interfaces, and connectivity issues.
- Safety culture, compliance standards, and company policies.
Upon successful completion, you will transition to the permanent schedule and gain access to ongoing learning resources, certification pathways, and mentorship programs designed to accelerate your career within nexahire.
Compensation, Perks & Benefits
- Starting hourly wage of $15.50, with performance‑based incentives and opportunities for merit increases.
- Fully paid training period (four weeks) and paid holidays aligned with the remote schedule.
- Flexible remote work arrangement, allowing you to work from anywhere in the United States that meets equipment and connectivity standards.
- Comprehensive health, dental, and vision insurance plans.
- Retirement savings options with employer matching contributions.
- Paid time off (PTO) accrual, sick leave, and additional paid holidays.
- Employee assistance program (EAP) for mental‑health support, counseling, and work‑life balance resources.
- Opportunities for internal mobility, cross‑functional projects, and leadership development tracks.
Career Growth & Advancement
nexahire is committed to nurturing talent from within. As a Field Support Chat Representative, you will build a foundation in technical support, customer advocacy, and operational insight. Potential career pathways include:
- Senior Technical Support Specialist – handling more complex escalations and mentoring new agents.
- Team Lead or Supervisor – overseeing a group of remote support representatives, managing performance metrics, and driving process improvements.
- Operations Analyst – focusing on data‑driven insights, trend analysis, and workflow optimization across the field services organization.
- Product Specialist – collaborating directly with product development teams to shape future smart‑home features based on field feedback.
Continuous learning is encouraged through internal training portals, external certifications (e.g., ITIL, CompTIA), and tuition reimbursement for relevant coursework.
Culture & Values at nexahire
Our culture is built on four core pillars:
- Innovation: We challenge the status quo, encouraging creative problem‑solving and forward‑thinking solutions.
- Integrity: Every interaction is guided by honesty, transparency, and a commitment to safety.
- Inclusivity: Diverse perspectives are celebrated, and every employee is empowered to bring their authentic self to work.
- Customer‑Centricity: Our customers’ needs drive every decision; we strive to exceed expectations at every touchpoint.
Remote employees are integrated into the broader nexahire community through virtual town halls, team‑building events, and an internal social platform that fosters collaboration across departments and time zones.
Safety & Compliance
nexahire maintains a rigorous safety culture. All employees are required to complete mandatory safety training, adhere to standard operating procedures, and promptly report any hazards or unsafe conditions. We also uphold a drug‑ and alcohol‑free workplace, with random testing in accordance with applicable laws and collective bargaining agreements.
Ready to Make a Difference?
If you are passionate about delivering exceptional support, enjoy solving technical puzzles, and want to be part of a forward‑looking organization that values your growth, we invite you to apply today. Join nexahire and help shape the future of smart‑home living for millions of households across the nation.
How to Apply
Submit your resume and a brief cover letter highlighting your relevant experience through the application link below. Our recruiting team reviews applications on a rolling basis, and qualified candidates will be contacted for a virtual interview.
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