Customer care support representative - premium support8x8

As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. (NYSE:EGHT) is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.
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As a customer care support representative, you will be the primary point of contact for our 8x8 customer 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.
Responsibilities:
Manage all support interactions across 12*7 and record all information in SFDC
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 process 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 organization objectives in line with the agreed KPIs
Effectively build and manage relationships with customers both internally (e.g., Sales) and externally (resellers and end users)
Return to work (post pandemic) and work all 5 days in a week from office.
Required Qualifications:
3+ years of Customer Support experience (preferably enterprise support)
Excellent written and spoken English.
Proficient in a customer facing role
Good understanding of helpdesk ticketing and and knowledge management systems
Ability to adhere to processes and procedures
Interpersonal skills and character to build trust and maintain credibility
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8x8

Manila City, Metro Manila
Permanent
Full-time