Role Description The Onboarding Technician is responsible for guiding new customers through the setup, configuration, and successful adoption of Nextiva’s platform. This role combines customer support, technical configuration, and product training to ensure a seamless onboarding experience. - 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 both inbound onboarding calls and scheduled appointments - Cross-functional collaboration: - Partner with teams such as Sales, Product Support, CRM, and other internal groups to improve the overall customer experience - AI & Future-Focused Responsibilities: - Demonstrate interest in AI tools and automation in customer support/onboarding workflows - Collaborate with AI-driven onboarding systems by handling escalations or edge cases AI cannot resolve - Contribute insights to improve AI onboarding agents based on real customer scenarios - Adapt to a future-state environment where onboarding is increasingly AI-assisted and backend-focused Qualifications - Proficient English (written and verbal communication) - 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) Requirements - Experience with CRM tools - Microsoft Office proficiency - VoIP experience preferred - Basic networking knowledge - Exposure to or curiosity about AI tools, automation, or prompt-based systems Benefits - Comprehensive medical coverage, individual limit on exclusions and dental care - Life, disability, traumatic injuries and critical diseases insurance - PTO for all employees, Paid Sick leave (official document required), paid parental leave and paid holidays - Employee Assistance Program and wellness initiatives - Access to ongoing learning and development opportunities and career advancement Company Description Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.

• Designing and supporting integrations and interfaces between complex system landscapes • Making technical dependencies visible • Identifying enabler stories and epics • Conducting architecture reviews, defining technical roadmaps, and ART definition • Translating and communicating complex technical relationships • Shaping large digital offerings for media companies.

• Supporting the Integrated Healthcare Transformation initiative at the Department of Veterans Affairs. • Coordinating with development and user teams to assess risks, set goals, and ensure requirements are met throughout design and construction. • Identify and introduce new infrastructure while minimizing disruptions. • Managing technical aspects of large federal projects and providing expertise in network IT and MEP system designs. • Performing construction forensics and continuously addressing project risks and needs at every stage. • Measuring program success, outcomes, and performance improvement initiatives. • Supporting the management of projects and programs to enhance productivity and performance. • Developing and contributing to program reports, briefings, and documentation for internal and external stakeholders. • Collaborating with VHA leadership and cross-functional teams to align program goals with Veteran healthcare needs.

• Partner with Enterprise Sales leadership to define technical win strategies for high-value opportunities • Lead solution discovery sessions to understand customer challenges, goals, and success criteria • Deliver tailored product demonstrations, solution architecture discussions, and proof-of-value engagements • Translate customer business challenges into solution narratives tied to measurable outcomes • Ensure consistent articulation of OnePlan's value across strategy alignment, financial governance, capacity planning, and execution management • Support seamless handoff from pre-sales to post-sales teams including Customer Success and Professional Services • Serve as a subject matter expert in SaaS PPM and SPM including portfolio financial management, capacity and resource planning, and delivery methodologies • Guide positioning of OnePlan within the Microsoft ecosystem including Planner, Project, Azure DevOps, Power BI, and Teams, as well as enterprise platforms such as Jira and ServiceNow • Maintain deep understanding of OnePlan's product capabilities, integrations, roadmap, and use cases • Support solution standardization and technical validation across enterprise opportunities • Collaborate closely with Sales, Marketing, Product, and Customer Success to support a cohesive customer journey • Partner with Product Management to provide structured field feedback and influence roadmap prioritization • Support enablement initiatives including demo standardization and competitive positioning • Contribute to customer events, webinars, and executive briefings as needed