Technical Support Engineer

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

As a Technical Support Engineer you will be the first point of contact for our customers and will answer all incoming requests for help via phone, web chat and emails, details of which you will log on the ticketing system. You will decide on the most effective way to manage each request and will ensure that customers are updated regularly via email or phone until their issue/query is resolved.

This is an interesting and varied role in a company that has massive Global growth visions and for some it is a perfect stepping stone into cloud based technologies which are fast replacing the older technologies.

Responsibilities

Respond to customer queries via phone, email and ticketing system

Troubleshoot problems for first time resolution of issues, wherever possible

Identify and escalate priority issues to supervisor

Maintain the accuracy and completeness of all recorded data

Operate changes and requests on the client environment; carry out screen-sharing to help customers get set up and operational

Capture, structure, reuse, and improve knowledge articles to promote the use of the 8x8 Knowledge Base and self-service

Continuously learn to build and maintain a strong knowledge of 8x8 products, services and processes

Qualifications

Proven experience in Customer Support or Technical Support role

Previous experience with Salesforce Service Cloud or similar CRM systems, Knowledge Base systems, and Customer portals for case management

Basic understanding of VoIP technologies, networking and telecommunications, IP telephony

Exceptional communication skills, customizing your interaction to the individual customer personalities and contexts - able to work with non-technical and technical customers alike

Ability to adhere to processes and procedures, attention to details

Prioritization skills and capability to make high impact decisions while multitasking

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

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