Onboarding Technician

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Nextiva

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

💼 Consulting

📣 Marketing

📦 Logistics

💰 $200M Private Equity Round on 2021-09

Consulting • Marketing • Logistics

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

• Guide new customers through the setup, configuration, and successful adoption of Nextiva’s AI-powered, conversation-centric platform • 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 accurately • 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, including appointments, call handling, and completion rates • Handle inbound onboarding calls and scheduled appointments • Partner with Sales, Product Support, CRM, and other internal teams to improve the customer experience • Handle escalations or edge cases that AI cannot resolve • Contribute insights to improve AI onboarding agents based on real customer scenarios • Adapt to an increasingly AI-assisted and backend-focused onboarding environment

🎯 Requirements

• Proficient English in 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, including software support, device setup, and networking fundamentals • Ability to work evening/night shifts aligned to U.S. business hours, Monday–Friday, 4:00 pm–3:00 am • Experience with CRM tools (preferred) • Microsoft Office proficiency (preferred) • VoIP experience (preferred) • Basic networking knowledge (preferred) • Exposure to or curiosity about AI tools, automation, or prompt-based systems (preferred)

🏖️ 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 • Paid holidays • Employee Assistance Program • Wellness initiatives • Ongoing learning and development opportunities • Career advancement