Implementation Technician


Here's a bit more about the Implementation Technician position:

Reporting to the OnBoarding Manager, the Implementation Technician will be responsible for ensuring that the client is onboarded as efficiently and effectively as possible.

Job Responsibilities:

  • Prompt, consistent attendance
  • Adherence to appointment times; Contacting new clients at scheduled time and day according to the OnBoarding Calendar
  • Thorough, accurate implementation and explanation of Nextiva feature sets to include network and call flow configuration along with user/device set up
  • Perform training on Nextiva features and call flow
  • Execution of Best Practice Network Assessment
  • Testing to insure configuration is accurate and functioning
  • Personal ownership of each and every OnBoarding project assigned including account migrations
  • Obtain pertinent information about network, users, devices, and call flow
  • Follow the pre-defined Onboarding process; meeting deadlines, SLAs and ensuring the Customer's expectations are managed during the entirety of the Onboarding process
  • Answer inbound calls and perform troubleshooting steps to resolve customer issues
  • Help customers configure telephone extensions, services, and activate equipment
  • Assist customers in porting their numbers from a previous provider to Nextiva
  • Meet or exceed productivity metrics while enhancing the customer experience
  • Resolve immediate escalations to ensure customer satisfaction


Required Skills:

  • Deep technical knowledge of unified communications platforms and features.
  • Excellent network knowledge of firewalls, routers and requisite upload/download speeds to optimize the Nextiva VoIP service
  • Strong communication skills and attention to detail
  • Excellent customer service skills Team work – knowing how to listen, share, cooperate and learn together as a tep>
  • Project execution and control
  • 1+ Years of providing customer service, preferably in a cloud computing or telephony environment
  • Ability to listen, analyze, troubleshoot and to resolve common customer inquiries
  • Strong organizational and time management skills
  • Excellent verbal and written communication skills
  • Team player with a positive attitude
  • Understanding of Unified Communications and VoIP technologies
  • Associate degree or equivalent work experience

Required Technical Experience:

  • Broadsoft experience
  • Pactolus experience
  • Networking experience
  • VoIP Support experience

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