Field Operations Technician

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

We're changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.

Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service, our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.

If you're ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you're in the right place.

Build Amazing

• Deliver Amazing

• Live Amazing

• Be Amazing

The Technical Training and Delivery Specialist is responsible for providing professional, technical implementation guidance and support for Nextiva's customers in a variety of ways, including technical go-live assistance, preparing/installing/troubleshooting hardware, performing customer training, and delivering managed services hours for Nextiva's state-of-the-art hosted IP PBX VoIP platform. The Training and Delivery Specialist will develop unique exercises to enhance training sessions and conduct classes with hands-on exercises leveraging an extensive in-person and webinar training experience. Training sessions will be delivered in person (on-site) and/or remotely (via webinar). As a Training and Delivery Specialist, you'll also play an essential role in completing installations and providing support at client locations. You may also have ongoing engagement with managed services customers through one-time or recurring projects. Regular travel is essential based on the needs of the business and customer location with up to periods of 75-100% travel for several weeks at a time. The Training and Delivery Specialist must be comfortable being the "Face of Nextiva" for high visibility and/or escalated customers, known logos, and large/complex deployments.

What you will do

• Installs and configures new VoIP hardware and software on desktops, laptops, and other related hardware.

• Delivers approved Nextiva training in person as well as webinar (web-based), remote training sessions to our customers.

• Delivers approved Nextiva training in person as well as webinar (web-based), remote training sessions to our customers.

• Develop, document, and effectively communicate job processes, procedures, and techniques

• Partners with product, technical, sales, and other subject matter experts (SMEs) to understand and be equipped to train on product features and functionality

• Ability to work with minimum direction and as a team player or lead a team of 3rd party technicians

• Ability to build an onsite delivery standard operating protocol for use across many locations

• Ability to perform remote troubleshooting and provide clear instructions to customer/partner onsite resources, third party technicians, or other Nextiva resources.

• Reviews and uses project documentation to provide an unique training experience for each customer

• Willing to learn and adapt to new telephony, Contact Center, and other cloud-based technologies and quickly incorporate those learnings into training sessions

• Documents project management applications to ensure all team members are aware of the status of different installation/training projects

• Manages projects, project phases, and tasks related to their book of business, including training, onsite delivery, and managed services

• Designs, develops, and maintains training materials and appropriate training exercises, including building training materials customized to a customer build and needs

• Ability to review and understand call routing using Broadsoft platform and make changes as needed for customers

• Provides advanced level troubleshooting for customer issues while performing customer installation, training, and managed services projects

• Uses technical knowledge to advise customers on best practices for call handling, user configuration, custom call flow routing, and device management

• Provides first-level escalation point for assigned customer-related issues

• Maintains a safe and healthy training environment by following organization standards

• Remains positive when faced with multiple challenges

What you will bring

• Superior communication and training acumen

• Excellent in-person and remote training skills

• Prior training experience with small to enterprise-sized organizations

• Solid organizational, administrative, time management, and a keen sense of attention to details

• Superior multi-tasking skills and the ability to balance multiple, concurrent projects

• Excellent verbal and writing skills

• Telecommunications, CCaaS and/or SaaS experience required

• Skilled in and continuously developing understanding of Nextiva products and services from a technical, functional, and operational perspective.

• Ability to travel for extensive periods at a time - many with different destinations per week.

• Must be flexible with hours across global time zones

• Strong familiarity with computers and networking technologies including but not limited to Excel, MS Word, general database, and word processing software with a background and hands-on experience with CPE routers, LAN switches.

• Must be self-motivated and demonstrate the discipline necessary to work in an environment with little direct supervision.

What is required for application

• 4 year degree or a combination of education and training related experience

• Previous installation/training experience in a professional, corporate environment

EDUCATION and/or EXPERIENCE:

• 4 year degree in adult education, business, technology are preferred

• 2 or more years delivering installation/training in professional, corporate environments to various levels of business organizations ranging from front-line representatives to C-level officers

• Ability to manage several complex projects simultaneously.

• Experience with VoIP or related PBX systems preferred.

• Experience using PC based project management systems such as MS Project and Visio; high level skills required with other PC tools, such as spreadsheet and database programs a plus.

Nextiva Core Competencies / DNA:

• Drives Results: The successful candidate will be action oriented, with a passion for solving problems. They will bring clarity and simplicity to ambiguous situations. This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success. They are a change agent, prepared to lead and drive changes as we transform.

• Critical Thinker: The successful candidate is fact based and data driven, able to understand and articulate the "why," identifying key drivers and learning from the past. They are forward-thinking, anticipating problems before they arise. They'll recommend and action well thought out solutions, understanding the risks and dependencies.

• Right Attitude: The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they're resilient and able to easily bounce back from setbacks. They will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way. They will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

Rewards & Benefits:

Nextiva provides a comprehensive employee benefits package that includes medical (including supplemental plans for accident, hospitalization and critical illness), telemedicine, dental, vision, disability, life insurance, legal assistance, an Employee Assistance Plan, paid parental bonding leave, PTO for hourly employees and Flexible Time Off (FTO) for salaried employees, an employee long-term savings plan (401k) through Fidelity with Nextiva matching, comprehensive employee wellness programs and loads of learning and development opportunities which are coupled with career paths to last a lifetime.

Interested in joining our amazing team at Nextiva HQ? Apply today as we launch the future of business conversations!

Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B.To check out what's going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog.

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS.

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