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Careers at AVOXI

Join our winning global team!

AVOXI is always looking for qualified candidates for our sales and support team. If you’re interested in any of the positions displayed below, please email careers@avoxi.com.

Other open positions are listed on our company LinkedIn page.
AVOXI LinkedIn

Watch the AVOXI Careers video to learn more about what it’s like to grow with AVOXI!

 

Open Positions – Atlanta, GA

Senior Director of Customer Experience

Job Description

Reporting to the CEO
Location: Atlanta, – Windy Hill

Position Summary:

AVOXI is seeking a senior executive for customer experience. As a software as a service company, the experience we provide to customers from contract signature to installation to ongoing upgrades and maintenance is the most critical element of the company. We are looking for a hands on executive who can build a scalable operational infrastructure for our clients while also providing day to day coaching and leadership to the operational team members. This position has a global scope with teams in South Africa, Costa Rica, Jamaica and the US. Minimal travel is required (15%) as the majority of what we do at AVOXI is provide excellent remote support to customers.

The position will be responsible for the following functions:
-Customer on boarding and installation
-Retention and Save Desk
-Customer Service – Tier 1
-Customer Support – Tier 1 and 2
-Overall customer experience measurement and metrics including implementing a customer input system such as net promoter score

The customer team operates 5×20 with staffing in local times zones in South Africa, Costa Rica and the US with a rotating on-call team for weekend and late night US/early AM APAC Coverage for break/fix issues. The current organization has 30 FTEs including 4 supervisors, supporting 2500 global clients from small companies billing $50 per month to large enterprises billing $30k+ per month in services.

Overall Work Experience: The ideal candidate will have both direct and managerial operational experience in a technology service company. The candidate will need to improve process, structure and metrics while also managing day to day operations of a global team. 10 years or more experience in an operational role is desired. Global experience is also a plus, along with expertise in Salesforce.com, process mapping and change management.

 

Summary Skills for this Position:
– Strong people management and communication skills
– Excellent at recruiting and on boarding of employees
– Ability to span between entry level employees, senior technical employees and executive leadership
– Exceptional care for customers and overall customer service philosophy – we want someone who is maniacally focused on driving an exceptional customer experience at every stage and touch point with our company
– Execution focused executive who knows when to throw people at a problem and then knows how to automate process to continue to scale the business without adding new headcount with every new dollar of revenue
– Process development experience crucial, six sigma experience a plus
– Proven success in various types of organizations, in transitioning and turn around environments
– Ability to determine an operational roadmap and then work diligently (with support of the global team) to implement and optimize the roadmap every day
– Experience in managing remote teams and employees including managing work from home employees and programs, along with global employees in various time zones.
– Development of reporting, scorecards and metrics to understand root cause, process efficiency and to improve resource use, automation and end to end experience
– Management of metrics but more importantly manage to the experience of the customer within the budget parameters and product parameters
– Understanding of VoIP technology, call center software and international telecommunications is a plus

Metrics and Goals for this Position:

  • Overall customer satisfaction via a survey method such as net promoter score
  • Installation and onboarding satisfaction
  • Support and service satisfaction
  • Retention and save metrics, including customer churn rate
  • Up sell and save metrics, including customer repeat buying rate
  • Quality and speed of installation, service and support case management
  • Team work hours and budget including overtime budget and headcount budget management
  • Key operational metrics including talk time, average speed to answer, cases worked per employee, time of cases worked,
  • installation intervals, escalation intervals, % of cases escalated, and case resolution metrics
  • This position will also take part in overall company annual goals which include top line revenue growth, %gross margin/gross profit targets and % net profit targets.

Perk- Serious Ones

– Competitive Salary
-Competitive Benefits – Individuals pay approximately $100/month for medical, AVOXI covers the rest ( Medical, Dental, Vision)
-Paid Time Off
-Cash Matching 401k plan
-Bonus Opportunity based on metrics and service quality (We win, YOU win!)
-Professional work environment

Perks- Fun Ones!

– Flexible work from home policy based on MBO achievement and progress
– Flexible in-office work hours (we work with global clients so can work various shifts to meet the needs of our employees and clients, and to try avoid ATL traffic where possible)
– Coffee and snacks in the office
– MAC book Pro Computers
– Stand-up desks and Herman Miller Chairs
– Regular quarterly team building events
– Quarterly Meals- Holiday meals, breakfasts, celebration lunches, etc
– TONS of opportunities for development and growth in a fast paced global company.

Customer Service Representative

Job Description

AVOXI is seeking a fun, hard working Customer Service Representative to join our team! Customer Service Representatives are the forward face of AVOXI and are responsible for taking customer support calls and responding to emails, creating and updating trouble tickets.

You’ll love this role if you get your kicks by helping others. We’re looking for someone who loves solving problems and creating long-term customer relationships. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful.

We are looking for someone to work our second and third shifts. Second shift is from 3PM-11PM and third shift is from 11PM-7:30AM.

Responsibilities:

  • Creating and updating customer cases
  • Troubleshoot basic issues
  • Password assignment and recovery
  • Respond to customer requests via email, chat and telephone
  • Escalate issues within department accordingly
  • Answer simple billing inquiries or escalate more advanced queries

Preferred:
-Problem Solving Skill
-Basic network and connectivity troubleshooting
-Understanding of telephony terms and principles as they relate to the PSTN internet telephony
-Understanding of SIP phone configuration processes
-Ability to plan and carry out responsibilities with minimal direction
-Excellent verbal and written communications skills

Perks

Telework
Casual attire (every day)
Free coffee and snacks (yum!)
On-site nap room
Standing desks
Team outings
Electric vehicle charging station
Competitive benefits (medical, dental, vision)
Bonuses (We win, YOU win!)

COVER LETTER IS REQUIRED (Your application will not be reviewed, without a cover letter)

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the organization.

Bilingual (English/Spanish) Sales Development Representative

Job description

The Bilingual SDR position here at AVOXI is the first contact for all prospective clients! The SDR is responsible for qualifying leads generated and passing them on within the sales team. This position is a stepping-stone for business professionals looking to break into a fast paced, incentive driven career in technology sales.

We are seeking high-energy, driven professionals with sound business expertise, strong technical skills and natural sales instincts to join our sales team! Here at AVOXI you will gain experience interacting with clients worldwide. Ideal candidates should be eager to advance through a clearly outlined learning path to becoming a rock star sales executive! If you are talented, confident, and driven, we want you to join our team.

Primary Duties & Responsibilities:

  • Manage time effectively and be self-accountable
  • Adhere to a defined lead generation process within Salesforce.com
  • Qualify and manage lead transition and update account information using Salesforce.com
  • Respond to and qualify incoming web, email and phone inquiries regarding AVOXI products
  • Acknowledge feedback to continue to improve and develop

Desired Skills and Experience Required:

  • Strong organizational, communication, and interpersonal skills
  • Strong working knowledge of Salesforce.com
  • Strong desire to be in technology sales
  • Self-motivated, driven and detail oriented
  • Ability to working in a fast paced, changing environment
  • Ability to work independently, under direct supervision or in a team environment
  • Communicates effectively, both orally and in writing, with diverse audiences in diverse situations
  • Basic computer skills; email, chat software, word processing and spreadsheets
  • Long term interest in sales
  • Ability to develop and tailor email correspondence
  • Bilingual is a plus

What AVOXI provides you:

  • Solid base salary + commission + bonus potential, 2 weeks vacation, Medical/Dental, etc.
  • Casual dress every day
  • Fun, collaborative work environment
  • Flexible work schedule

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. Employee is able to perform the essential functions of the job with or without reasonable accommodation.

Sales Development Representative

Job Description

Sales Development Representative:

The SDR position here at AVOXI is the first contact for all prospective clients! The SDR is responsible for qualifying leads generated and passing them on within the sales team. This position is a stepping stone for business professionals looking to break into a fast paced, incentive driven career in technology sales.

We are seeking high-energy, driven professionals with sound business expertise, strong technical skills and natural sales instincts to join our sales team! Here at AVOXI you will gain experience interacting with clients worldwide. Ideal candidates should be eager to advance through a clearly outlined learning path to becoming a rock star sales executive! If you are talented, confident and driven, we want you to join our team.

Job Roles:

  • Manage time effectively and be self-accountable
  • Adhere to a defined lead generation process within Salesforce.com
  • Qualify and manage lead transition and update account information using Salesforce.com
  • Respond to and qualify incoming web, email and phone inquiries regarding AVOXI products
  • Acknowledge feedback to continue to improve and develop

Preferred Skills and Interest:
– Strong organizational, communication, and interpersonal skills
– Strong working knowledge of Salesforce.com
– Strong desire to be in technology sales
– Self-motivated, driven and detail oriented
– Ability to work in a fast paced, changing environment
– Ability to work independently, under direct supervision or in a team environment
– Communicates effectively, both orally and in writing, with diverse audiences in diverse situations
– Basic computer skills; email, chat software, word processing and spreadsheets.
-Bilingual is a plus
– Ability to develop and tailor email correspondence

What AVOXI provides you:

  • Solid base salary + commission + bonus potential, Medical/Dental, 401(k)
  • Casual dress every day
  • Fun, collaborative work environment
  • Flexible work schedule
  • Work from home opportunities
IT Admin

Job description

AVOXI is seeking an IT Administrator to join our global team.

Keeping our computers running smoothly and efficiently is a high priority here at AVOXI. We strive to ensure that technology enables and enhances productivity and never gets in the way of getting work done. The AVOXI IT Administrator is a key component to making this happen by maintaining our client computer systems and the servers and services that support them. AVOXI IT Administrators fix small problems before they escalate, help our internal users with technical problems and resolve issues in a timely fashion.

Primary Duties & Responsibilities:

  • Manage the global Active Directory environment, including internal DNS
  • Manage issues that are reported in the Helpdesk ticketing system
  • Resolve issues or escalate to the appropriate group internally
  • Documentation, Documentation, Documentation
  • Manage asset inventory
  • Process requisitions and approved purchases
  • Manage cloud services such as Google Apps, HipChat, SnapEngage, etc.
  • Remote troubleshooting/configuration
  • Manage client patching/updating and application deployment
  • Manage Windows Server maintenance and upgrades
  • Manage access control and video monitoring systems

Desired Skills and Experience Required:

  • Ability to quickly learn new technology
  • Excellent English (written and verbal)
  • Advances troubleshooting skills
  • Ability to explain technical concepts to non-technical people **
  • Experience with Apple OS X Admin
  • Self-starter with ability to meet goals and expectations with minimal supervision
  • Cisco CLI experience – Switches and Firewalls

Extra Points

  • Spanish (written and verbal)
  • Experience with VoIP systems and architecture
  • Experience with Google Apps
  • Experience with Dell KACE or other patching/deployment automation tools

Open Positions – Charleston, SC

Software Developer

Job Description

Is designing, developing, and delivering high quality, elegant software in your DNA? AVOXI is looking for talented software developers to join our team in Charleston, SC . The ideal candidate has experience in customer facing portals in an IP/telephony/service provider company. You will be a key player in taking AVOXI’s customer experience and satisfaction to the next level by solving complex problems and developing advanced software.

Must have experience with the following programming languages/frameworks: Node.js, and React (Experience with Asterisk, MVC Framework or Sails.js are a plus )

Responsibilities:
– Integration of the front-end and back-end aspects of the web application
– Building/Implementing reusable code and libraries for future use
– Develop tools and techniques to understand and evolve AVOXI’s advanced telephony components
– Full development life cycle involvement including requirements review, design, coding, implementation, testing optimization, and maintenance support for AVOXI’s customer facing web portals and API
– Integration of AVOXI-developed and 3rd party software

Desired Skills and Experience:
– Ability to work under pressure and maintain excellent coding standards
– Ability to work independently or on a team
– BS in Computer Science, Computer Engineering or Equivalent
– 3+ years experience in Software development
– Significant server-side development experience with a focus on JavaScript development
– Excellent verbal, written and interpersonal skills
– High level of self-motivation, willingness to make a difference

What AVOXI has to offer you?
– Competitive Salary, Bonus Opportunity and Benefits (Medical,dental, 401k)
– Casual dress every day
– Fun, collaborative work environment
– Flexible work schedule
– Career development opportunities

 

NOTE: This Job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Open Positions – San Jose, Costa Rica

Technical Support - Tier II

Job Description

Quality, reliability, and the relationships we have with our customers are what we believe are the keys to our success at AVOXI!

We are currently looking for a Technical Support – Tier II Technician to join our team and help us to continue our never ending mission to provide our customers with the industry’s best customer service and technical support.

Responsibilities:
– Technical support and troubleshooting
– Inter-department escalations
– Perform LCR rerouting
– Respond and resolve tickets in a timely manner
– Participate in the on-call rotation
– Documentation, documentation, documentation

Desired Skills and Experience:

  • Hands on experience with the Asterisk PBX
  • Hands on experience with VoIP Technology (required)
  • CentOS
  • IP PBX
  • Linux command line, system administration and bash scripting
  • Packet capturing and analysis tools Wireshark, Hammer, etc.
  • Firm understanding of telephony principles and underlying protocols (i.e SIP, SDP, RTP, RTCP)
  • Advanced network and connectivity troubleshooting
  • Ability to plan and carry out responsibilities with minimal direction
  • Experience using trouble ticketing systems

Extra Points:
– Experience with QueueMetrics
– dCAA or dCAP certifications
– Working knowledge of call center technologies

What AVOXI Provides You:
Competitive Salary
Competitive Benefits (Medical, Dental, Vision)
Paid Time Off
Cash matching 401k plan
Bonus Opportunity based on metrics and service quality (We win, YOU win!)
Professional work environment
MAC Book Pro Computers

 

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. Employee is able to perform the essential functions of the job with or without reasonable accommodation.

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