Onboarding Technician

Redefine the future of customer experiences. One conversation at a time.

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

Build Amazing - Deliver Amazing - Live Amazing - Be Amazing

 

The Onboarding Technician I – Mid Market is responsible for assisting new customers with the initial set up of their phone system account and completing scheduled network checks, implementations, training appointments and provisioning accounts promptly and efficiently to meet or exceed customer expectations.

Key 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 in a timely manner with accurate attention to detail
• Testing of call flow, devices, and features to assure configuration is accurate and functioning properly
• Embodying personal ownership and a sense of timeliness on every appointment or project
• Meeting and exceeding a set of daily performance metrics to ensure success
• Adhering to appointment times (contacting new clients at scheduled date and time)

 Qualifications

• Technical knowledge of unified communication platforms and features
• Network knowledge of firewalls, routers and requisite upload/download speeds to optimize the Nextiva VoIP service
• Preferred technical, networking, VoIP support, and customer tech support experience
• Excellent trouble-shooting skills to address network, device and account issues
• Highly organized, detail-oriented, adaptable and quick-thinking
• Strong practice of empathy, confidence, knowledge, and assertiveness when communicating with customers
• Proven experience in communicating and delivering in a timely manner
• A fast learner with initiative, purpose driven and results oriented attitude, capable of working unsupervised
• Ability to excel both individually and as a team player in a fast-paced, self-directed, constantly evolving environment
• Proficient in Microsoft Office (Word, Excel, and PowerPoint) and Google Docs

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. They are 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. They’ll 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; they’re resilient and able to easily bounce back from setbacks. They 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. They will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

Compensation, Rewards & Benefits:

The salary or hourly wage offered by Nextiva to external candidates considers a wide range of factors, including but not limited to skills sets, experience, training, licensure and certifications, etc. Our compensation decisions are dependent on the facts and circumstances of each case. Our estimate of the expected hiring range for the position as posted is $14.35 - $23.56. A different level in the job hierarchy may apply to a specific candidate resulting in a different hiring range.