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.
