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Technical Support Engineer



IT, Customer Service
Cluj-Napoca, Romania
Posted on Wednesday, June 5, 2024

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 follow our pages on LinkedIn, Twitter, Facebook and Instagram.

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.

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

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

Working schedule

Monday - Friday: 12 PM to 9PM

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.