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

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