Onboarding Technician I (Night Shift)

About the role

The Onboarding Technician guides new customers through the setup, configuration, and adoption of Nextiva’s communication platform. Working night shifts, you will combine customer support, technical configuration, and product training to ensure a smooth onboarding experience.

Key responsibilities

• Assist customers with initial account setup via phone and screen‑share.
• Guide users through login, configuration, and product functionality.
• Configure accounts, call flows, and devices with precision.
• Perform network checks, basic troubleshooting, and test configurations.
• Deliver training on features and product usage.
• Meet daily productivity and performance metrics.
• Handle inbound onboarding calls and scheduled appointments.
• Collaborate with Sales, Product Support, CRM, and other internal teams.
• Engage with AI‑driven onboarding tools, handle escalations, and provide feedback for improvement.

Required profile

• Proficient English (written and verbal).
• Experience in a customer‑facing or support role.
• Strong problem‑solving, communication, and active‑listening skills.
• Commitment to delivering exceptional customer service.
• Attention to detail, time‑management abilities.
• Basic technical aptitude (software support, device setup, networking fundamentals).
• Willingness to work evening/night shifts aligned to U.S. business hours (Mon–Fri 4 pm – 3 am).
• Preferred: experience with CRM tools, Microsoft Office, VoIP, basic networking knowledge, and curiosity about AI tools.

Required skills

• CRM tools
• Microsoft Office
• VoIP platforms
• Basic networking concepts