Technical Support Engineer8x8

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.
For additional information, visit , or follow 8x8 on , , and .
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.
For additional information, visit , or follow 8x8 on LinkedIn , Twitter , and Facebook .
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 first-class support. In this role, you will get a thrill from proactively seeking out complex issues and finding their resolutions. You will be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.
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. The best bit will be: trouble-shooting and getting stuck into some challenging problems that you help customers to resolve by being their advocates.
Responsibilities
-Effectively building and managing partnerships with customers both internally (e.g. Sales, Customer Success Team) and externally (Partners and end-users)
-Engage the customer through multiple channels like Phone, Chat, Web and Email proactively, using case management tools like Salesforce and Jira
-Provide configuration review, troubleshooting, fault isolation and root cause analysis for technical issues, using screen-sharing technology
-Own support cases, making sure to record, track, and resolve each issue accurately efficiently, proactively and with completeness
-Maintain the accuracy and completeness of all recorded data
-Meet or exceed customer satisfaction and productivity metrics
-Identify and escalate priority issues to management and senior engineers within Support
-Capture, structure, reuse, and improve knowledge articles within the case resolution workflow according to Knowledge-Centered Service (KCS) methodology
-Liaise and collaborating with the Premium Plus NSE Team (Named Support Engineers) to qualify/escalate high priority cases to ensure management visibility and resolution
-After hours and weekend on-call support as needed for support activities
-Ensuring compliance with external regulations and internal policies and procedures
Qualification
-An essential requirement is an inquisitive mind and an enjoyment of problem-solving. We are looking for curiosity, coupled with a desire to make a difference
-A high standard of written and spoken English, with advanced attention to detail
-Good technical knowledge and technical support with a strong customer focus or related experience
-Competent experience with IP and networking technologies. Knowledge of IP telephony (VoIP), Session Initiated Protocol (SIP), unified communications, call center solutions, UCaaS, CCaaS, CPaaS, would be a plus
-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)
-Exceptional customer service and confident communication skills, customizing your interaction to both technical and non-technical audiences.
-Enthusiastic Self-Learner with good analytical and problem-solving skills, with the ability to think on your feet
-Prioritization skills and capability to make high impact decisions while multitasking
-Flex and take on ad hoc projects and cases to challenge growth and learning
-4+ years of providing technical support in a customer-facing role, 2+ with 8x8 product experience or relevant field experience.
-Team player with positive attitude
-Bachelor's degree in a technical field and/or comparable industry certifications and experience
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.
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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8x8

Manila City, Metro Manila
Permanent
Full-time