Onboarding Technician

About the role

The Onboarding Technician guides new Nextiva customers through account setup, configuration, and adoption of the platform. This role blends 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 sessions.
• Guide users through login, configuration, and core product functionality.
• Configure accounts, call flows, and devices with precision.
• Perform basic network checks and troubleshoot connectivity issues.
• Test configurations to confirm successful implementation.
• Deliver training on features and product usage.
• Handle inbound onboarding calls and scheduled appointments.
• Meet daily productivity metrics such as appointments, call handling, and completion rates.
• Collaborate with Sales, Product Support, CRM, and other internal teams to improve the customer experience.
• Engage with AI‑driven onboarding tools, handling escalations and providing feedback for improvement.

Required profile

• Proficient written and verbal English.
• Experience in a customer‑facing or support role.
• Strong problem‑solving, troubleshooting, and active‑listening abilities.
• Attention to detail, time‑management skills, and ability to work evening/night shifts aligned to U.S. business hours (Mon–Fri 4:00 pm – 3:00 am).

Required skills

• VoIP platform knowledge.
• Experience with CRM tools.
• Microsoft Office proficiency.
• Basic networking fundamentals.