Support Engineer
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Job Description
Tier 1 Support Engineer providing customer support for AVOXI's cloud communications and contact center solutions. Responsible for first line technical troubleshooting and customer interaction via multiple channels.
Responsibilities:
- Deliver first line support, receiving incidents and service requests from various channels including phone, chat, customer portal, and email.
- Obtain all applicable information from the customer to allow for immediate troubleshooting or thorough investigation.
- Verify and troubleshoot customer configurations within the AVOXI platform, including user setup, number assignment, and basic call routing configurations.
- Perform basic diagnostics and troubleshooting for Voice over IP (VoIP) quality issues (e.g., latency, jitter, echo, packet loss) and connectivity problems.
- Work in accordance with incident management policies, processes, and procedures.
Requirements:
- A minimum of 1-2 years of experience in a Technical Customer Support or Helpdesk role, preferably within a SaaS, Telecom, or VoIP environment.
- Foundational understanding of networking concepts, including TCP/IP, DNS, and basic firewall rules, as they relate to voice and internet services.
- Proven experience working with a modern case management or ticketing system (e.g., Zendesk, Salesforce Service Cloud).
- Exceptional verbal and written communication skills; ability to translate complex technical concepts into clear, concise, and professional language for non-technical users.
- Willingness to work flexible hours, rotating shifts and small projects as required to support our global customer base.
Benefits:
- Competitive salary
- Flexible working hours
- Professional development opportunities
- Remote work arrangements
- Training and support
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