Tier 1 Support Engineer

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.