Onboarding Technician I

Were changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.

Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.

If youre ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, youre in the right place.

The Onboarding Technician I is responsible for assisting new customers with the initial setup of their phone system account and completing scheduled network checks, implementations, training appointments, and provisioning accounts promptly and efficiently in line with the Amazing Service values which are crucial to Nextivas success.

Job responsibilities:

• Assisting new customers with initial setup of their phone system accounts
• Providing basic training on Nextiva features, call flow, and devices to customers via the telephone
• Evaluating network to confirm compatibility and quality of service
• Configuring accounts promptly with accurate attention to detail
• Testing of call flow, devices and features to ensure configuration is accurate
• Embodying personal ownership and a sense of timeliness on every call or project
• Meeting and exceeding a set of daily performance metrics to ensure success

Qualifications:

• Proficient English (both written and oral)
• Experience in customer-facing role
• Strong Problem-solving skills
• Strong communication skills and attention to detail
• Strong Active listening skills
• Excellent time management skills
• Ability to work late evening shifts Mon-Fri (e.g. 4:00 pm till 3:00 am)

Will be as a plus:

• Knowledge of Microsoft products (Word, Excel etc.)
• Past experience with any type of CRM
• BroadWorks experience
• Networking skills (basic)

Nextiva Core Competencies / DNA:

• Drives Results: The successful candidate will be action oriented, with a passion for solving problems. They will bring clarity and simplicity to ambiguous situations. This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success. S/he is a change agent, prepared to lead and drive changes as we transform.
• Critical Thinker: The successful candidate is fact based and data driven, able to understand and articulate the "why," identifying key drivers and learning from the past. They are forward-thinking, anticipating problems before they arise. Theyll recommend and action well thought out solutions, understanding the risks and dependencies.
• Right Attitude: The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; theyre resilient and able to easily bounce back from setbacks. S/he will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way. S/he will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

Rewards & Benefits:

Nextiva provides a comprehensive employee benefits package that includes highly competitive salary, medical and life insurance after probation, paid parental leave as per Company policy, employee recognition initiatives, various employee wellness programs and loads of learning and development opportunities which are coupled with career paths to last a lifetime. Great opportunity to work and build a career in international environment is supplemented by friendly atmosphere and professional team.

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