Onboarding Technician

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Assist new customers in navigating the setup, configuration, and successful utilization of Nextiva's AI-driven, conversation-centric platform.

• Support customers with initial account setup through phone calls and screen sharing sessions.

• Walk customers through the login process, configuration settings, and product functionalities.

• Accurately configure accounts, call flows, and devices.

• Conduct network assessments and perform basic troubleshooting.

• Test configurations to confirm successful implementation.

• Provide customer training on features and product usage.

• Achieve daily productivity and performance targets, including appointments, call handling, and completion rates.

• Manage inbound onboarding calls and scheduled appointments.

• Collaborate with Sales, Product Support, CRM, and other internal teams to enhance the customer experience.

• Address escalations or unique cases that cannot be resolved by AI.

• Offer insights to refine AI onboarding agents based on actual customer interactions.

• Adapt to a progressively AI-supported and backend-oriented onboarding environment.

⛳️ Requirements

• Excellent proficiency in written and spoken English.

• Experience in a customer-facing or support position.

• Strong problem-solving and troubleshooting capabilities.

• Exceptional communication and active listening skills.

• Dedication to providing outstanding customer service.

• Keen attention to detail and effective time management skills.

• Basic technical knowledge, including software support, device setup, and networking essentials.

• Availability to work evening or night shifts aligned with U.S. business hours, Monday–Friday, from 4:00 pm to 3:00 am.

• Familiarity with CRM tools (preferred).

• Proficiency in Microsoft Office (preferred).

• Experience with VoIP systems (preferred).

• Basic understanding of networking concepts (preferred).

• Interest or exposure to AI tools, automation, or prompt-based systems (preferred).

🏝️ Benefits

• Comprehensive medical coverage, individual limits on exclusions, and dental care.

• Insurance for life, disability, traumatic injuries, and critical illnesses.

• Paid time off (PTO) for all employees.

• Paid sick leave (official documentation required).

• Paid parental leave.

• Paid holidays.

• Employee Assistance Program.

• Wellness initiatives.

• Continuous learning and development opportunities.

• Opportunities for career advancement.