AVOXI

Support Engineer

AVOXI

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

CloudDNSTCP/IPVoIP

About the role

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingVoice over IP (VoIP)networking conceptsTCP/IPDNSfirewall rulesincident managementcall routing configurationsdiagnosticscustomer configurations
Soft skills
verbal communicationwritten communicationcustomer supportproblem-solvingtechnical translationflexibilityteam collaborationattention to detailprofessionalismadaptability