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-escalation: Employ active listening and effective de-escalation techniques to handle frustrated or high-priority customer interactions with professionalism and empathy.
• Documentation: Maintain accurate and comprehensive case notes, ensuring Tier 2 Engineers have all necessary technical details for seamless escalation.
• Customer Retention: Maintain a high sense of urgency and proactively identify and report potential cancellation reasons ("churn") within the team's control.

3. Training & Self-Service Enablement

• Product Training: Provide introductory guidance and training on AVOXI products, features, and platform functionalities to customers.
• Billing Guidance: Understand XDRs (Call Detail Records), Invoices, Tariffs, and Products to be able to address and guide customers through billing-related inquiries and disputes.
• Knowledge Base Contribution: Proactively assist customers in utilizing the various features available in the Genius portal to become self-serving, and contribute to the internal and external knowledge base by documenting new solutions.

Key Performance Indicators (KPIs)

Success in this role will be measured by performance against the following metrics, reinforcing AVOXI’s commitment to customer obsession and efficiency:

• First Contact Resolution (FCR) Rate: Target a high percentage of tickets resolved without needing internal escalation.
• Customer Satisfaction (CSAT) Score: Maintain an excellent CSAT score from resolved case surveys.
• Service Level Agreement (SLA) Compliance: Meet or exceed targets for initial response time and ticket resolution time.
• Average Handle Time (AHT) / Occupancy: Efficiently manage customer interactions across all channels while maintaining service quality.
• Knowledge Base Utilization: Actively contribute new, accurate knowledge articles to empower colleagues and customers for self-service.
• Transfer/Escalation Rate: Minimize unnecessary transfers or escalations to Tier 2 by effectively utilizing first-line resources.

AVOXI Culture: The 'AVOXI Way'

We are a global, remote-first, highly collaborative company focused on disrupting the voice market. We value ownership, speed, and continuous improvement.

• Customer Obsessed: We fight for our customers because when they win, we win. Our focus is always on delivering the highest level of service possible.
• Transparency & Integrity: We encourage open communication—good news fast, bad news faster—and commit to what we can deliver with excellence.
• Agility & Growth: We think and move quickly. We are Big Enough to Scale, Small Enough to Care, meaning you have the opportunity to make a real impact and grow your career with us.
• Collaboration: We operate with a "Follow the Sun" approach, with teams working together across time zones to support our global customer base 24/7. We are anti-silo, encouraging cross-team interaction to get things done efficiently.
• Focus on Excellence: We are driven to do the best thing for our clients and our platform, using all the brains in our company to get better every day.

Required Qualifications & Experience

• Experience: A minimum of 1-2 years of experience in a Technical Customer Support or Helpdesk role, preferably within a SaaS, Telecom, or VoIP environment.
• Technical Knowledge: Foundational understanding of networking concepts, including TCP/IP, DNS, and basic firewall rules, as they relate to voice and internet services.
• Ticketing Systems: Proven experience working with a modern case management or ticketing system (e.g., Zendesk, Salesforce Service Cloud).
• Communication Skills: Exceptional verbal and written communication skills; ability to translate complex technical concepts into clear, concise, and professional language for non-technical users.

Availability: Willingness to work flexible hours, rotating shifts and small projects as required to support our global customer base.

About AVOXI:

AVOXI, leading communication as a service (CaaS) provider, offers virtual phone numbers in 120+ countries to meet the international calling needs and contact center requirements for its clients. Integrating with contact centers to leverage cost savings and optimize functionality, AVOXI delivers international toll-free numbers, local phone numbers worldwide, and SIP trunks to global clients.

AVOXI serves the travel, airline, and hospitality industries; online retail and consumer durable goods industries; the gaming industry; and more, by extending the life and enhancing the capabilities of contact center platforms. AVOXI’s virtual number management platform includes 20+ advanced features such as call forwarding, call recording, conference calling, and virtual attendant. Our commitment to exceptional customer service and superior call quality drives our ongoing expansion, development, and partnerships. Visit www.avoxi.com for more information and pricing.

NOTE:  This job description is not intended to be all-inclusive. The employee may perform other related duties as negotiated to meet the ongoing needs of the organization. The employee is able to perform the essential functions of the job with or without reasonable accommodation. Employment is contingent upon passing a background check. 

We wish you the best with your job application!