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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

Vice President of Customer Experience

Job description

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: 

  1. Customer onboarding and installation
  2. Retention and Save Desk
  3. Customer Service – Tier 1
  4. Customer Support – Tier 1 and 2
  5. 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 ExperienceThe 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 onboarding 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
  • Upsell 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.

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

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.

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 Corporate Trainer

Job description

Are you looking to make a long lasting impact on the business you work with? AVOXI is looking for a passionate Sales Trainer who will partner with and ensure the long-term success of our team and customers.

As the Sales Trainer, you will deliver consistent, enthusiastic, and engaging training experiences to a diverse audience. You will build new content for multiple departments within the organization and communicate expectations before and during the class to help ensure that your curriculum is being absorbed adequately by team members.

With your expertise and coaching, our employees will sharpen their skills and processes to take them the next level! Additionally, the ideal candidate will have mastery in delivering product training within a hi-tech service. We require a self-starter with strong organizational skills and strength in communicating throughout all levels of the organization. If your passion and drive for sales is contagious and you want an audience to share your knowledge, experience, and thrive on seeing your work turn into realized success, then we want you on our team!

At AVOXI, we are a performance-based organization that rewards creativity, hard work, and success. AVOXI offers great advancement opportunity including the potential to cross-train in career areas of interest to you.

Essential Job Functions

  • Design, develop, and maintain employee training for various positions
  • Conduct classroom and virtual (live web) training on AVOXI products
  • Collaborate with sales, product development, technical support and other departments to ensure that course material reflects current product features.
  • Conducts remote training classes by presenting employee specific processes
  • Develop coherent and concise user documentation, training materials and lesson plans that support that training strategy.
  • Deliver superb, enthusiastic and engaging training experiences to diverse audiences at various skill levels using both instructor-led and virtual delivery modalities.
  • Participate in training planning conversations with AVOXI Senior Leadership teams and work to tailor content for learners as required. If required, act as training consultant to other teams who wish to build out new training.
  • Facilitate and grade software certification exams (e-learning)
  • Update and maintain the training environment
  • Owning comprehensive competitor analysis

Preferred Skills and Interest:

  • Strong organizational, communication, and interpersonal skills
  • 3+ years of training experience in a corporate environment, SaaS experience preferred
  • Excellent written, verbal and presentation skills
  • Ability to collaborate with all levels of staff
  • Understanding of technical product synthesis, training techniques, and overall base-level technical aptitude. (software)
  • Experience providing training to a diverse set of departments and representatives
  • Experience creating, maintaining and/or delivering content in fast-moving technology areas.
  • Daily Time management and the ability to work independently or under supervision.
  • Strong working knowledge of Salesforce.com
  • Self-motivated, driven and detail oriented
  • Ability to work in a fast paced, changing environment
  • Communicates effectively, both orally and in writing, with diverse audiences in diverse situations
  • Preferred Bachelor’s Degree
  • Bi-Lingual (English/Spanish) is a plus

What AVOXI provides you:

  • Base Salary, Commission, Bonus Potential
  • Medical, Dental, Vision,401k w/ Employer Match
  • Casual Dress everyday
  • Fun, Collaborative Work Environment
  • Flexible Work Schedule
  • Tele-Work Capabilities
  • Monthly Corporate Events

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.

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
Technical Support - Tier 2

Job description

We are currently looking for a Technical Support – Tier 2 technician to join our team and help us continue our never ending mission to provide our customers with the industry’s best customer service and technical support!

Primary Duties & Responsibilities:

  • Technical support and troubleshooting
  • Inter-department escalations
  • Perform LCR rerouting
  • Participate in the on-call rotation
  • Documentation, documentation, documentation

Desired Skills and Experience:

  • 2+ years experience with the Asterisk PBX
  • Linux command line, system administration, and bash scripting
  • Packet capturing and analysis tools such as 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

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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