Technical Onboarding Specialist (Night Shift)

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 inbound onboarding calls and scheduled appointments
• ▹Collaborate with Sales, Product Support, CRM and other internal groups
• ▹Work with AI-driven onboarding systems by handling escalations and edge cases AI cannot resolve, and contribute insights from real customer scenarios to improve AI onboarding agents

Requirements

• ▹Proficient English (written and verbal)
• ▹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)

Nice to have

• ▹Experience with CRM tools
• ▹Microsoft Office proficiency
• ▹VoIP experience
• ▹Basic networking knowledge
• ▹Exposure to or curiosity about AI tools, automation or prompt-based systems

Soft skills

What we offer

• ▹Comprehensive medical coverage, individual limit on exclusions and dental care
• ▹Life, disability, traumatic injuries and critical diseases insurance
• ▹PTO, paid sick leave (official document required), paid parental leave and paid holidays
• ▹Employee Assistance Program and wellness initiatives
• ▹Ongoing learning and development opportunities and career advancement

About the company

Founded in 2008 and headquartered in Scottsdale, Arizona, Nextiva offers an AI-powered platform combining customer experience and team collaboration, trusted by over 100,000 businesses and 1M+ users worldwide.