Offer summary

Qualifications:

Strong problem-solving skills and a customer service mindset., Excellent communication skills, both verbal and written., Ability to work collaboratively in a team environment., Familiarity with incident management processes and customer support tools..

Key responsibilities:

Provide first line support for incidents and service requests via phone, chat, and email.

Log, prioritize, and escalate support cases as necessary while communicating progress to relevant parties.

Deliver training on AVOXI products and assist customers with billing disputes and self-service features.

Ensure professional communication and adherence to service level agreements for customer satisfaction.

Job description

This is a Remote/Telecommute position.

Job Summary:

The Tier 1 Support Engineer is responsible for 1st line troubleshooting, resolution and escalation of service/support cases. They are also the face of AVOXI as they need to interact directly with our customers via phone, chat, customer portal and email. This role requires excellent problem-solving abilities, and a deep understanding of customer service principles.

Key Responsibilities:

Case management:

Deliver first line support, receiving incidents and service requests from various routes including phone, chat, customer portal and email.
Obtaining applicable information from the customer to allow for further investigation or resolutions to incidents.
Work in accordance with incident management policies, process and procedures and work instructions.
Log, prioritize and assign support cases, escalate when appropriate and communicate progress to all relevant parties.
Update and communicate accurate and comprehensive information to Tier 2 engineers for escalation.
Work collaboratively with other Support Engineers.
Follow procedures for known fixes and workarounds.

Customer training:

Provide training on all AVOXI products and platforms to customers.
Understand XDR’s,Invoices, Tariff’s and Products to be able to handle billing disputes and give guidance to our customers.
Assist customers to become self-serving through the various features available to them in our Genius portal. This includes sales, support and configuration.

Customer Service Excellence:

Deliver professional and consistent communication that provides updates and/or resolutions within service level agreement deadlines.
Sense of urgency and desire to get the job done on time and according to the highest standard.
Customer retention, minimise churn and ensure to address or report any cancellation reasons within our control.

Note: This job description is a general outline of the key responsibilities required for the Tier 1 Support Engineer role. It may be subject to change based on the specific needs of the company or department.

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