About this role.
The Onboarding Technician at Nextiva guides new customers through setup, configuration, and adoption of the platform, combining customer support, technical configuration, and product training. Key responsibilities include account setup, call flow configuration, network checks, troubleshooting, and customer training. The role requires working evening/night shifts aligned to U.S. business hours and involves cross-functional collaboration. Preferred qualifications include CRM experience, VoIP knowledge, and curiosity about AI tools. Nextiva offers a forward-thinking, customer-obsessed culture with total rewards packages.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
4/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
I am excited to apply for the Onboarding Technician position at Nextiva. With a strong background in customer support and technical configuration, I am confident in my ability to guide new customers through a seamless onboarding experience.
My experience includes account setup, troubleshooting, and delivering product training, which aligns perfectly with the key responsibilities of this role. I am also eager to collaborate with AI-driven systems to enhance customer onboarding.
I am particularly drawn to Nextiva's focus on innovation and customer obsession, and I am ready to contribute to your team's success. Thank you for considering my application.
Sample interview questions
In my previous role, I helped a customer set up a VoIP phone system. I walked them through the configuration step by step, troubleshooting network issues, and ensured they understood how to use all features. The customer was satisfied and reported a smooth transition.
I listen actively to understand their concerns, empathize, and then break down the issue into manageable steps. I maintain a calm and patient demeanor, and ensure they feel supported throughout the process.
I have used AI chatbots to handle initial customer queries and have collaborated with AI development teams to improve response accuracy. I am comfortable working alongside AI systems and handling escalations that require human judgment.
I use time management techniques like scheduling appointments in blocks and setting aside time for inbound calls. I also use CRM tools to track progress and ensure each customer gets timely attention.
I understand IP addresses, DNS, firewalls, and bandwidth requirements. For VoIP, it's important to ensure low latency and sufficient bandwidth to avoid call quality issues. I can perform network checks to identify potential problems.
Redefine the future of customer experiences. One conversation at a time.
At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.
Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.
If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.
The 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.
Key Responsibilities
- 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
AI & Future-Focused Responsibilities
- 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
Qualifications
- 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)
Preferred
- 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
Nextiva DNA (Core Competencies)
Nextiva’s most successful team members share common traits and behaviors:
- Drives Results: Action-oriented problem solvers who quickly bring clarity and simplicity to ambiguity, challenge the status quo, and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically, learning and improving as they go.
- Critical Thinker: Data-driven, forward-thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations. They confidently leverage AI and automation to reduce friction, improve decision-making, and focus on higher-value work.
- Right Attitude: Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, and care for customers and teammates.
Total Rewards
Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can do their best.
Our compensation packages are tailored to each role and candidate’s qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary, incentives, or bonuses.
- Health 🍏 – Comprehensive medical coverage, individual limit on exclusions and dental care
- Insurance 💼– Life, disability, traumatic injuries and critical diseases
- Work-Life Balance ⚖️ – PTO for all employees, Paid Sick leave (official document required), paid parental leave and paid holidays
- Wellness 🤸 – Employee Assistance Program and wellness initiatives
- Growth 🌱 – Access to ongoing learning and development opportunities and career advancement
At Nextiva, we’re committed to supporting our employees’ health, well-being, and professional growth. Join us and build a rewarding career!
#LI-AL1 #LI-REMOTE
Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we’re the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.
Want to see what life at Nextiva is all about? Connect with us on Instagram, Instagram MX, YouTube, LinkedIn, and the Nextiva Blog.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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