Tier 1 Support Engineer

Remote
Full Time
Entry Level

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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