Onboarding Technician I – Night Shift

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Nextiva

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 $200M Private Equity Round on 2021-09

Artificial Intelligence • Enterprise • SaaS

Nextiva is a leading provider of unified customer experience management solutions, offering an AI-powered platform that integrates customer interactions across various channels such as voice, live chat, messaging apps, SMS, email, social media, and video. Their platform is designed to help businesses enhance customer journeys, improve contact center efficiency, and increase customer retention through intelligent automation and real-time insights. Nextiva's solutions are tailored for both small businesses and enterprise-level organizations seeking to consolidate and optimize their technology investments while maintaining compliance and security standards. They are widely recognized for their advanced AI capabilities, which include sentiment analysis, language detection, and workflow automation.

📋 Description

• 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 • 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

🎯 Requirements

• 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)

🏖️ Benefits

• Comprehensive medical coverage, individual limit on exclusions and dental care • Life, disability, traumatic injuries and critical diseases • 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