Technical Onboarding Specialist

Nextiva; Región Centro; Presencial; MXN 201.000 - 335.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Life Insurance

Paid personal days

Christmas bonus

Vacation premium

Savings match

Descripción de la vacante

Nextiva is hiring for a Technical Onboarding Specialist in Guadalajara. This onsite role guides new customers through setup, configuration, and training on Nextiva’s platform, ensuring a smooth adoption path. You’ll collaborate across teams to enhance the customer experience and meet tight daily metrics.

Ideal candidates blend strong English, customer support experience, and basic networking know-how, with flexibility for evening U.S. hours and a collaborative, in-person team environment.

Formación

• Proficient English (written and verbal).
• Experience in a customer-facing or support role.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and active listening abilities.
• Detail-oriented with good time management.
• Basic technical aptitude for software support and networking basics.
• Able to work evenings/nights aligned to U.S. hours.

Responsabilidades

• Assist customers during initial account setup via phone and screen share.
• Guide customers through login, configuration, and product features.
• Configure accounts, call flows, and devices with accuracy.
• Perform basic network checks and troubleshooting.
• Deliver customer training on platform use and features.
• Meet daily productivity and performance metrics.
• Handle inbound onboarding calls and scheduled appointments.
• Collaborate with Sales, Product Support, CRM, and other teams to improve CX.

Conocimientos

English

Customer Support

Problem Solving

Communication

Attention to Detail

Technical Aptitude

Evening Night Shifts

Descripción del empleo

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

At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.

Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.

If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.

Location:This is an onsite role based at Nextiva’s Guadalajaraoffice (Calle Amado Nervo 2200,Jardínesdel Sol, 45050 Zapopan, Jal.)Working together onsite strengthens how weoperate, enabling faster decisions, clearer communication, and stronger execution, so you can make a greater impact and move work forward with speed and clarity.

In-Office Expectation: This role is expected to work onsite five days per week, supporting a highly collaborative, in-person team environment.

The Technical Onboarding Specialist / 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.

Key Responsibilities

• Assistcustomers withinitialaccount 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)

Preferred

• 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

Nextiva DNA (Core Competencies)

• Drives Results: Action-oriented problem solvers who quickly bring clarity andsimplicity to ambiguity, challenge the status quo, and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically, learning and improving as they go.
• Critical Thinker: Data-driven,forward-thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations. They confidently leverage AI and automation to reduce friction, improve decision-making, and focus on higher-value work.
• Right Attitude: Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, andcare for customers and teammates.

Total Rewards

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best, in and out of the office.

Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary, hourly wages, incentives, or bonuses.

• Health- Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage
• Insurance-Life Insurance (24 times your monthly salary)
• Work-Life Balance- Newly hired full-time employees at Nextiva receive 10 personal days before their first anniversary, 12 vacation days on their first anniversary, and 5 personal days annually thereafter in addition to vacation time
• Financial Security-Enjoy a 30-day Christmas bonus, 50% vacation premium, company-matched food vouchers (1 UMA/month), and a 13% matched savings fund (capped at 1.3x annual UMA)
• Wellness-Employee Assistance Program and comprehensive wellness initiatives
• Growth-Access to ongoing learning and development opportunities and career advancement

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!

#LI-SP1 #LI-ONSITE

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.

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