[Hiring] Onboarding Technician @Nextiva

Role Description

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.

• 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)

Requirements

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

Benefits

• Comprehensive medical coverage, individual limit on exclusions and dental care
• Life, disability, traumatic injuries and critical diseases insurance
• PTO for all employees, Paid Sick leave (official document required), paid parental leave and paid holidays
• Employee Assistance Program and wellness initiatives
• Access to ongoing learning and development opportunities and career advancement

Company Description

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.