Tier 1 Support Engineer

 The AVOXI team is building products that make business communications faster, simpler and smarter. We are re-imagining how teams communicate and engage with their customers. We are obsessive about customer happiness. We work together as thinkers, builders, problem-solvers and doers to build products that we are all proud of.

We are looking for superstars to join us on this adventure we call working at AVOXI. Read on and see if this is a challenge that excites you.

Job Summary

The Tier 1 Support Engineer is the first technical point of contact for AVOXI's global customers, playing a critical role in customer satisfaction and retention. This role is responsible for delivering 1st line technical troubleshooting, resolution, and escalation of service and support cases specifically related to our Cloud Communications and Contact Center solutions. The engineer interacts directly with our customers via phone, chat, customer portal, and email, requiring a blend of excellent technical problem-solving abilities and a deep commitment to service excellence.

Key Responsibilities

1. Technical Case Management & Resolution

• First Line Support: Deliver first line support, receiving incidents and service requests from various channels including phone, chat, customer portal, and email.
• Initial Diagnostics: Obtain all applicable information from the customer to allow for immediate troubleshooting or thorough investigation.
• Platform Configuration: Verify and troubleshoot customer configurations within the AVOXI platform, including user setup, number assignment, and basic call routing configurations.
• VoIP Troubleshooting: Perform basic diagnostics and troubleshooting for Voice over IP (VoIP) quality issues (e.g., latency, jitter, echo, packet loss) and connectivity problems.
• Process Adherence: Work in accordance with incident management policies, processes, and procedures.
• Case Handling: Log, categorize, prioritize, and assign support cases, escalating appropriately to Tier 2 Engineers when required.
• Collaboration: Work collaboratively with other Support Engineers and internal teams, ensuring a smooth hand-off for escalated issues.
• Knowledge Application: Accurately follow procedures for known fixes and workarounds to maximize efficiency.

2. Customer Service & Communication

• SLA Adherence: Deliver professional and consistent communication, providing updates and/or resolutions within defined Service Level Agreement (SLA) deadlines.
• De-escalati