About this role.
The Onboarding Technician I guides new customers through account setup, product configuration, device and call-flow setup, and adoption of Nextiva’s communications platform. The role blends customer-facing onboarding calls and screen shares with basic technical troubleshooting, network checks, configuration testing, and end-user training. It requires strong written and verbal English, active listening, time management, and the ability to work Monday through Friday from 4:00 pm to 3:00 am aligned with U.S. business hours. The technician will also handle AI-system escalations and provide practical feedback that improves AI-assisted onboarding workflows.
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
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first confirm the customer’s goals and current setup, then use a structured checklist to verify login access, configure the required account settings, and test the most important workflows. I would explain each step in clear, non-technical language and confirm the customer can complete key tasks before closing the session.
I would gather details about the expected and actual routing behavior, reproduce the issue where possible, and review the call-flow configuration step by step. I would validate schedules, destinations, permissions, and device status, make or recommend the appropriate correction, and test the flow with the customer before documenting the resolution.
I use a consistent onboarding structure, prepare before each appointment, and keep notes concise but complete. This helps me move efficiently while still listening carefully, confirming customer understanding, and ensuring the setup is correct rather than creating avoidable follow-up work.
I would review the context and actions already taken by the AI, acknowledge the customer’s issue, and take ownership of the escalation. After resolving it, I would document the scenario, root cause, and successful resolution path so the team can identify ways to improve the AI workflow.
I would verify the customer’s internet connection and device setup, ask about latency, packet loss, and whether the issue affects all users or only one device. I would also check for local network congestion, Wi-Fi reliability, VPN use, and configuration issues, then escalate with clear diagnostics if deeper investigation is needed.
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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