Tier 1 Technical Support Engineer
8x8
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Cluj-Napoca, Romania
Posted on Thursday, May 11, 2023
At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 eXperience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.
Learn more on our company website at www.8x8.com and follow our pages on LinkedIn, Twitter and Facebook.
As a Tier 1 technical support technician 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 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)
Requirements:
- Previous Technical Support experience
- Excellent written and spoken English
- Proficient in a client-facing role
- Good understanding of IT principles and networking technologies
- Good understanding of helpdesk ticketing and knowledge management systems
- Basic understanding of IP telephony and UCaas solutions
- Excellent prioritization skills and ability to make high impact decisions while multitasking
- Excellent communication skills understanding and documenting technical details
- Excellent ability to identify and apply documented solutions and fixes
- Ability to adhere to processes and procedures
- Interpersonal skills and character to build trust and maintain credibility
- Able to work with non-technical and technical customers alike
- Working schedule: M-F - 15:00 - 00:00
Benefits:
- 25 annual leave days
- Additional vacation of 1 leave day for every 2 complete years of employment (max. up to 5 days)
- Bank Holidays (Public Holidays) during the weekend, are observed on weekdays
- Private Pension
- Group Life Insurance
- Private Healthcare
- Meal Tickets
- Telecom allowance
- Newborn allowance
- Christmas and Easter Allowance
- Flexible benefits platform
- Employee engagement activities and events
- Learning and training initiatives
- Flexible working schedule
- Employee Stock Purchase Plan
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For a closer look into what life at 8x8 International and the Cluj office look like check out our Instagram page.
8x8 believes diversity makes our company stronger which is why we are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. We believe in fairness and we believe in security so reserve the right to undertake background checks on anyone that we extend an employment offer to.
For European Job Applicants our Job Applicant Privacy Notice can be found here.
This job is no longer accepting applications
See open jobs at 8x8.See open jobs similar to "Tier 1 Technical Support Engineer" Francisco Partners.