Field Operations 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 Technical Training and Delivery Specialist is responsible for providing professional, technical implementation guidance and support for Nextiva’s customers in a variety of ways, including technical go-live assistance, preparing/installing/troubleshooting hardware, performing customer training, and delivering  managed services hours for Nextiva's state-of-the-art hosted IP PBX VoIP platform. The Training and Delivery Specialist will develop unique exercises to enhance training sessions and conduct classes with hands-on exercises leveraging an extensive in-person and webinar training experience. Training sessions will be delivered in person (on-site) and/or remotely (via webinar). As a Training and Delivery Specialist, you’ll also play an essential role in completing installations and providing support at client locations. You may also have ongoing engagement with managed services customers through one-time or recurring projects. Regular travel is essential based on the needs of the business and customer location with up to periods of 75-100% travel for several weeks at a time. The Training and Delivery Specialist must be comfortable being the “Face of Nextiva” for high visibility and/or escalated customers, known logos, and large/complex deployments.

What you will do

• Installs and configures new VoIP hardware and software on desktops, laptops, and other related hardware. 
• Delivers approved Nextiva training in person as well as webinar (web-based), remote training sessions to our customers.
• Delivers approved Nextiva training in person as well as webinar (web-based), remote training sessions to our customers.
• Develop, document, and effectively communicate job processes, procedures, and techniques
• Partners with product, technical, sales, and other subject matter experts (SMEs) to understand and be equipped to train on product features and functionality
• Ability to work with minimum direction and as a team player or lead a team of 3rd party technicians
• Ability to build an onsite delivery standard operating protocol for use across many locations
• Ability to perform remote troubleshooting and provide clear instructions to customer/partner onsite resources, third party technicians, or other Nextiva resources.
• Reviews and uses project documentation to provide an unique training experience for each customer
• Willing to learn and adapt to new telephony, Contact Center, and other cloud-based technologies and quickly incorporate those learnings into training sessions 
• Documents project management applications to ensure all team members are aware of the status of different installation/training projects
• Manages projects, project phases, and tasks related to their book of business, including training, onsite delivery, and managed services
• Designs, develops, and maintains training materials and appropriate training exercises, including building training materials customized to a customer build and needs
• Ability to review and understand call routing using Broadsoft platform and make changes as needed for customers
• Provides advanced level troubleshooting for customer issues while performing customer installation, training, and managed services projects
• Uses technical knowledge to advise customers on best practices for call handling, user configuration, custom call flow routing, and device management
• Provides first-level escalation point for assigned customer-related issues 
• Maintains a safe and healthy training environment by following organization standards 
• Remains positive when faced with multiple challenges 

What you will bring

• Superior communication and training acumen 
• Excellent in-person and remote training skills 
• Prior training experience with small to enterprise-sized organizations 
• Solid organizational, administrative, time manageme