Avoxi: Tier 1 Help Engineer

 The AVOXI group is constructing merchandise that make enterprise communications sooner, easier and smarter. We’re re-imagining how groups talk and have interaction with their clients. We’re obsessive about buyer happiness. We work collectively as thinkers, builders, problem-solvers and doers to construct merchandise that we’re all pleased with.

We’re on the lookout for superstars to affix us on this journey we name working at AVOXI. Learn on and see if it is a problem that excites you.

Job Abstract

The Tier 1 Help Engineer is the first technical level of contact for AVOXI’s international clients, enjoying a crucial function in buyer satisfaction and retention. This function is accountable for delivering 1st line technical troubleshooting, decision, and escalation of service and assist circumstances particularly associated to our Cloud Communications and Contact Heart options. The engineer interacts instantly with our clients through telephone, chat, buyer portal, and electronic mail, requiring a mix of wonderful technical problem-solving skills and a deep dedication to service excellence.

Key Duties

1. Technical Case Administration & Decision

• First Line Help: Ship first line assist, receiving incidents and repair requests from numerous channels together with telephone, chat, buyer portal, and electronic mail.
• Preliminary Diagnostics: Get hold of all relevant data from the client to permit for instant troubleshooting or thorough investigation.
• Platform Configuration: Confirm and troubleshoot buyer configurations throughout the AVOXI platform, together with person setup, quantity task, and primary name routing configurations.
• VoIP Troubleshooting: Carry out primary diagnostics and troubleshooting for Voice over IP (VoIP) high quality points (e.g., latency, jitter, echo, packet loss) and connectivity issues.
• Course of Adherence: Work in accordance with incident administration insurance policies, processes, and procedures.
• Case Dealing with: Log, categorize, prioritize, and assign assist circumstances, escalating appropriately to Tier 2 Engineers when required.
• Collaboration: Work collaboratively with different Help Engineers and inside groups, guaranteeing a easy hand-off for escalated points.
• Data Utility: Precisely observe procedures for recognized fixes and workarounds to maximise effectivity.

2. Buyer Service & Communication

• SLA Adherence: Ship skilled and constant communication, offering updates and/or resolutions inside outlined Service Stage Settlement (SLA) deadlines.
• De-escalation: Make use of energetic listening and efficient de-escalation methods to deal with pissed off or high-priority buyer interactions with professionalism and empathy.
• Documentation: Keep correct and complete case notes, guaranteeing Tier 2 Engineers have all mandatory technical particulars for seamless escalation.
• Buyer Retention: Keep a excessive sense of urgency and proactively establish and report potential cancellation causes (“churn”) throughout the group’s management.

3. Coaching & Self-Service Enablement

• Product Coaching: Present introductory steerage and coaching on AVOXI merchandise, options, and platform functionalities to clients.
• Billing Steerage: Perceive XDRs (Name Element Data), Invoices, Tariffs, and Merchandise to have the ability to handle and information clients by way of billing-related inquiries and disputes.
• Data Base Contribution: Proactively help clients in using the varied options out there within the Genius portal to turn into self-serving, and contribute to the inner and exterior information base by documenting new options.

Key Efficiency Indicators (KPIs)

Success on this function will probably be measured by efficiency towards the next metrics, reinforcing AVOXI’s dedication to buyer obsession and effectivity:

• First Contact Decision (FCR) Price: Goal a excessive proportion of tickets resolved without having inside escalation.
• Buyer Satisfaction (CSAT) Rating: Keep a superb CSAT rating from resolved case surveys.
• Service Stage Settlement (SLA) Compliance: Meet or exceed targets for preliminary response time and ticket decision time.
• Common Deal with Time (AHT) / Occupancy: Effectively handle buyer interactions throughout all channels whereas sustaining service high quality.
• Data Base Utilization: Actively contribute new, correct information articles to empower colleagues and clients for self-service.
• Switch/Escalation Price: Reduce pointless transfers or escalations to Tier 2 by successfully using first-line sources.

AVOXI Tradition: The ‘AVOXI Approach’

We’re a international, remote-first, extremely collaborative firm targeted on disrupting the voice market. We worth possession, pace, and steady enchancment.

• Buyer Obsessed: We struggle for our clients as a result of once they win, we win. Our focus is all the time on delivering the best degree of service doable.
• Transparency & Integrity: We encourage open communication—excellent news quick, dangerous information sooner—and decide to what we are able to ship with excellence.
• Agility & Progress: We expect and transfer shortly. We’re Large Sufficient to Scale, Small Sufficient to Care, that means you could have the chance to make an actual impression and develop your profession with us.
• Collaboration: We function with a “Observe the Solar” strategy, with groups working collectively throughout time zones to assist our international buyer base 24/7. We’re anti-silo, encouraging cross-team interplay to get issues achieved effectively.
• Deal with Excellence: We’re pushed to do the most effective factor for our shoppers and our platform, utilizing all of the brains in our firm to get higher every single day.

Required {Qualifications} & Expertise

• Expertise: A minimal of 1-2 years of expertise in a Technical Buyer Help or Helpdesk function, ideally inside a SaaS, Telecom, or VoIP atmosphere.
• Technical Data: Foundational understanding of networking ideas, together with TCP/IP, DNS, and primary firewall guidelines, as they relate to voice and web companies.
• Ticketing Methods: Confirmed expertise working with a contemporary case administration or ticketing system (e.g., Zendesk, Salesforce Service Cloud).
• Communication Expertise: Distinctive verbal and written communication expertise; means to translate complicated technical ideas into clear, concise, {and professional} language for non-technical customers.

Availability: Willingness to work versatile hours, rotating shifts and small tasks as required to assist our international buyer base.

About AVOXI:

AVOXI, main communication as a service (CaaS) supplier, gives digital telephone numbers in 120+ nations to satisfy the worldwide calling wants and phone heart necessities for its shoppers. Integrating with contact facilities to leverage value financial savings and optimize performance, AVOXI delivers worldwide toll-free numbers, native telephone numbers worldwide, and SIP trunks to international shoppers.

AVOXI serves the journey, airline, and hospitality industries; on-line retail and client sturdy items industries; the gaming trade; and extra, by extending the life and enhancing the capabilities of contact heart platforms. AVOXI’s digital quantity administration platform consists of 20+ superior options reminiscent of name forwarding, name recording, convention calling, and digital attendant. Our dedication to distinctive customer support and superior name high quality drives our ongoing growth, improvement, and partnerships. Go to www.avoxi.com for extra data and pricing.

NOTE:  This job description just isn’t meant to be all-inclusive. The worker could carry out different associated duties as negotiated to satisfy the continuing wants of the group. The worker is ready to carry out the important features of the job with or with out affordable lodging. Employment is contingent upon passing a background examine. 

We want you the most effective along with your job utility!