Onboarding Technician
NextivaRedefine 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.
The Onboarding Technician is responsible for guiding new customers through the setup, configuration, and successful adoption of Nextiva’s platform. This role combines customer support, technical configuration, and product training to ensure a seamless onboarding experience.
Key Responsibilities
- Assist customers with initial account setup via phone and screen share
- Guide customers through login, configuration, and product functionality
- Configure accounts, call flows, and devices with accuracy and attention to detail
- Perform network checks and basic troubleshooting
- Test configurations to ensure successful implementation
- Deliver customer training on features and product usage
- Meet daily productivity and performance metrics (appointments, call handling, completion rates)
- Handle both inbound onboarding calls and scheduled appointments
- Cross-functional collaboration: Partner with teams such as Sales, Product Support, CRM, and other internal groups to improve the overall customer experience
AI & Future-Focused Responsibilities
- Demonstrate interest in AI tools and automation in customer support/onboarding workflows
- Collaborate with AI-driven onboarding systems by handling escalations or edge cases AI cannot resolve
- Contribute insights to improve AI onboarding agents based on real customer scenarios
- Adapt to a future-state environment where onboarding is increasingly AI-assisted and backend-focused
Qualifications
- Proficient English (written and verbal communication)
- Experience in a customer-facing or support role
- Strong problem-solving and troubleshooting skills
- Strong communication and active listening skills
- Commitment to delivering amazing customer service
- Attention to detail and time management
- Basic technical aptitude (software support, device setup, networking fundamentals)
- Ability to work evening/night shifts aligned to U.S. business hours (Mon–Fri 4:00 pm – 3:00 am)
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