manager, tier 2 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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Our mission is to deliver Fast, and Engaging customer service, to enable our customers to fully utilize the power of 8x8 unified communication solutions. Our methodology is customer first mindset. In this role, you will get a thrill from proactively seeking out complex issues and finding their resolutions.
This is an interesting and varied role in a company that has massive Global growth visions and for some, it is a perfect steppingstone into cloud-based technologies that are fast replacing the older technologies. As this is a Support of applications role you will be interested and be able to easily pick up how our products work; then be able to help customers with issues and configuration requirements.
Responsibilities:
Manage schedule adherence, attendance, and resource allocation within the team, ensuring that Service Levels and other KPIs are met
Update key stakeholders regarding any issues of operational significance
Engage in knowledge sharing activities via programs like Knowledge-Centered Service (KCS) to enhance the team's capabilities and drive adoption in its methodology
Work closely with QA team and provide relevant feedback to individuals and responding to customer satisfaction alerts
Ensure compliance with external regulations and internal policies and procedures for the team
Address customer escalations and when appropriate engage directly with customers to resolve their concerns
Effectively build and manage relationships with customers both internally (e.g. Sales) and externally (partners and end-users).
Establish, track and report on customer service level agreements to ensure delivery best-in-class support to our customers and Partners.
Identify areas of improvement and collaborate with leadership to maximize departmental goals
Manage the team's hiring, performance review cycle, and any necessary performance changes.
Prioritize competing tasks and complete them in a timely manner.
After hours and weekend on-call support as needed for support activities
Qualifications:
Proven success managing and hiring a team with demonstrated and continued employee development utilizing performance and hiring programs.
Demonstrated success in managing and engaging with remote teams.
Experience coaching and developing employees who you identify as having growth potential.
Exercise judgment within defined support procedures and policies to determine appropriate action.
Guide customers to make decisions related to supporting delivery with the aim of improving customer experience.
Provide proactive recommendations for business improvements based on data and metric analysis
Adapt and prioritize the competing demands with the ability to deal with change, including managing daily team resource levels.
Bachelor's degree in business or relevant subject and proven experience in IT/Comms/UC/Contact/Contact Centre.
Strong technical skills with a variety of business software tools (CRM, GSuite, SmartSheet, Jira, SalesForce)
A high standard of written and spoken English, with great attention to detail, plus the ability to clearly and confidently articulate technical issues to both technical and non-technical audiences
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8x8

Manila City, Metro Manila
Permanent
Full-time