Onboarding Implementation Specialist

The Onboarding Implementation Specialist is an entry-level role responsible for supporting new customers through the initial onboarding and setup of their Nextiva products and services. Through structured training and defined processes, this role gathers required customer information, configures services, and ensures installations are completed accurately and on time.

This position focuses on executing standardized onboarding workflows, meeting SLAs, and delivering a high-quality customer experience. The Implementation Specialist partners with customers during setup, troubleshoots common configuration issues, and escalates complex concerns when needed to ensure a seamless transition to Nextiva.

 

Key Responsibilities

· Collect and validate required onboarding information including network details, users, devices, call flows, and authorized contacts.

· Follow defined onboarding workflows and meet established SLAs.

· Configure telephone extensions, services, features, and activate equipment.

· Assist customers with number porting from previous carriers.

· Respond to inbound calls, emails, and cases to resolve setup-related questions.

· Troubleshoot common configuration and installation issues.

· Identify out-of-procedure or incomplete information and take corrective action.

· Manage partner or customer escalations pre and post onboarding for any account.

· Escalate complex technical or process issues appropriately.

· Maintain accurate documentation and case management within internal systems.

· Meet or exceed defined productivity and quality metrics.

 

Qualifications

· 1+ year of customer service experience, project administration, preferably in telecommunications, SaaS, or cloud-based environments.

· Strong verbal and written communication skills.

· Ability to follow structured processes and meet deadlines in a fast-paced environment.

· Basic understanding of VoIP or Unified Communications technologies preferred.

· Strong troubleshooting and problem-solving skills.

· High attention to detail and strong organizational skills.

· Comfortable communicating via phone, email, and chat.

· Proficient with Microsoft Office and general computer systems.

· Ability to manage a high case volume while maintaining quality standards.

· Team-oriented with a positive and professional attitude.

 

Nextiva DNA (Core Competencies)

Nextiva’s most successful team members share common traits and behaviors:

• Drives Results: Action-oriented problem solvers who quickly bring clarity and simplicity 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 de