Technical Onboarding Specialist (Night Shift)

The Technical Onboarding Specialist / 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
• 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

• 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)
• 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

• 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