Tier 1 Support Engineer

Summary

Join AVOXI as a Tier 1 Support Engineer and provide first-line troubleshooting and resolution for service and support cases. You will be the primary point of contact for customers, interacting via phone, chat, email, and our customer portal. This role demands excellent problem-solving skills and a strong understanding of customer service principles. You will manage cases, prioritize tasks, escalate issues when necessary, and collaborate with other engineers. Furthermore, you will train customers on AVOXI products and platforms, assist with billing inquiries, and guide customers in utilizing our Genius portal. Success in this position requires a commitment to customer service excellence, timely resolution of issues, and minimizing customer churn.

Requirements

• Possess excellent problem-solving abilities
• Have a deep understanding of customer service principles

Responsibilities

• Deliver first line support, receiving incidents and service requests from various routes including phone, chat, customer portal and email
• Obtain 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
• 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
• 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