Senior Technical Support Engineer at 8x8 UK LIMITED

Cluj-Napoca, , Romania -

Full Time

Start Date

Immediate

Expiry Date

29 Sep, 26

Salary

0.0

Posted On

01 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, AI-enabled Tools, Salesforce Service Cloud, CRM Systems, VoIP, Networking, Telecommunications, IP Telephony, Case Management, Troubleshooting, Communication Skills, Prioritization

Industry

IT Services and IT Consulting

Description

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 Senior Technical Support Engineer you will be the first point of contact for our customers and will answer all incoming requests for help via phone, web chat and emails, details of which you will log on the ticketing system. You will decide on the most effective way to manage each request and will ensure that customers are updated regularly via email or phone until their issue/query is resolved. This is an interesting and varied role in a company that has massive Global growth visions and for some it is a perfect stepping stone into cloud based technologies which are fast replacing the older technologies. Responsibilities Respond to customer queries via phone, email and ticketing system Troubleshoot problems for first time resolution of issues, wherever possible Identify and escalate priority issues to supervisor Maintain the accuracy and completeness of all recorded data Operate changes and requests on the client environment; carry out screen-sharing to help customers get set up and operational Capture, structure, reuse, and improve knowledge articles to promote the use of the 8x8 Knowledge Base and self-service Continuously learn to build and maintain a strong knowledge of 8x8 products, services and processes Qualifications Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration. Proven experience in Customer Support or Technical Support role Previous experience with Salesforce Service Cloud or similar CRM systems, Knowledge Base systems, and Customer portals for case management Basic understanding of VoIP technologies, networking and telecommunications, IP telephony Exceptional communication skills, customizing your interaction to the individual customer personalities and contexts - able to work with non-technical and technical customers alike Ability to adhere to processes and procedures, attention to details Prioritization skills and capability to make high impact decisions while multitasking 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. Our Job Applicant Privacy Notice can be found here. Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram. We’re glad you’re here. But this isn’t our main career hub—think of it as a side door. For the full experience—including how we hire, what life at 8x8 is really like, and all our current open roles—head over to our main careers site. 👉 Explore Careers at 8x8 👉 See Open Roles 👉 Learn How We Hire Meet our people, explore our EVP pillars, and learn how we’re shaping the future of connected communication. Want to see what life at 8x8 really looks like? Follow us for a behind-the-scenes look at our people, culture, and what we’re building together. LinkedIn | Instagram | Facebook Glassdoor | Twitter (X) | YouTube

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Responsibilities

Act as the first point of contact for customers to resolve technical queries via phone, email, and chat. Troubleshoot issues, manage ticketing data, and contribute to the company knowledge base to improve self-service.