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 primary point of contact for our premium level clients via phone, email, and chat, addressing a broad range of issues and requests related to 8x8’s All in One Communications or Contact Center solutions. Each agent will undergo a six-week training program covering the specifics of the products from user experience to configuration, analytics, and backend troubleshooting.
Access will be granted to diagnostic and utility tools to provision physical devices, view endpoint configurations, make PBX changes, identify and troubleshoot call quality issues, an overall broad range of operations, some often beyond the reach of the client company’s sysadmins who call to request our assistance.
Responsibilities
Manage all support interactions during EMEA and US continental hours and record all information in our ticketing system
Focus on resolving the issues and requests during the first contact with the client
Liaise with other 8x8 teams and third parties to facilitate resolution in line with existing processes and procedures
Identify and escalate priority issues or exceptions to the designated point of contact
Capture and log product feature requests and submit them for review by the appropriate product teams
Ensure compliance with external regulations and internal policies and procedures
Meet individual and organisation objectives in line with the agreed KPIs
Qualifications
Proficient in a client-facing role
Competent experience with IP and networking technologies.
Knowledge of IP telephony (VoIP), Session Initiated Protocol (SIP), and unified communications.
Basic knowledge of network routers, switches, firewalls, systems and tools, and the ability to independently debug broad, complex, Local Area Networks (LAN) and Wide Area Networks (WAN)
Good understanding of helpdesk ticketing and knowledge management systems
Excellent prioritization skills and ability to make high impact decisions while multitasking
Excellent ability to identify and apply documented solutions and fixes
Able to work with non-technical and technical customers alike
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.
For 8x8 jobs located in the US: 8x8 participates in the E-Verify program
View the Participant Poster in English and Español.
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We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at careers@8x8.com (Include “Reasonable Accommodation” in the subject line)
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8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.
We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity.
