Onboarding Technician I (Night Shift /M-F)

About Nextiva

Nextiva is revolutionizing how businesses connect by unifying customer experience and team collaboration on a single, conversation-centric platform powered by AI and human innovation. Our culture is forward-thinking, customer-obsessed, and driven by the belief that meaningful connections foster better business outcomes. Connection is central to our identity, reflected in our "Amazing Service®," our technology, and the experiences we cultivate.

If you're ready to collaborate with exceptional people, make a difference, and help businesses worldwide deliver truly amazing experiences, Nextiva is the place for you.

About the Role: Onboarding Technician

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.
• Collaborate cross-functionally with teams such as Sales, Product Support, CRM, and other internal groups to enhance the overall customer experience.

AI & Future-Focused Responsibilities

• Demonstrate interest in AI tools and automation within customer support and onboarding workflows.
• Collaborate with AI-driven onboarding systems, handling escalations or edge cases that 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

Required:

• Proficient English (written and verbal communication).
• Experience in a customer-facing or support role.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and active listening abilities.
• Commitment to delivering amazing customer service.
• Attention to detail and strong time management skills.
• Basic technical aptitude (software support, device setup, networking fundamentals).
• Ability to work evening/night shifts aligned with U.S. business hours (Monday–Friday, 4:00 pm – 3:00 am).

Preferred:

• Experience with CRM tools.
• Proficiency in Microsoft Office.
• VoIP experience is preferred.
• Basic networking knowledge.
• Exposure to or curiosity about AI tools, automation, or prompt-based systems.

Nextiva DNA (Core Competencies)

• Drives Results: Action-oriented problem solvers who bring clarity to ambiguity, challenge the status quo, and lead change, celebrating wins and learning pragmatically.
• Critical Thinker: Data-driven, forward-thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations, leveraging AI and automation for efficiency.
• Right Attitude: Collaborative, competitive, and resilient team players who solve tough problems, learn from setbacks, and foster a culture of service, respect, and care.

Total Rewards

Nextiva offers comprehensive Total Rewards designed to support employee well-being and professional growth:

• Health: Comprehensive medical and dental coverage with individual limits on exclusions.
• Insurance: Coverage for life, disability, traumatic injuries, and critical diseases.
• Work-Life Balance: Paid Time Off (PTO), Paid Sick Leave (official documentation required), Paid Parental Leave, and Paid Holidays.
• Wellness: Employee Assistance Program and various wellness initiatives.
• Growth: Access to ongoing learning and development opportunities and career advancement.

Compensation packages are tailored based on skills, experience, training, and certifications. They may include base salary, incentives, or bonuses.