Technical Support Representative

at  8x8 Inc

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 an Associate Technical Support Engineer you will be First-line support to the company’s end customers. This is a great opportunity for a driven individual to learn a lot within a tech-growing company, and use and improve their current level of skill and experience in an Advanced Technical Support environment. This will be accomplished by providing a differentiated, world-class customer experience and top-level technical support for our product, from first-level troubleshooting to training to enable self-service. Customers request assistance via many channels including, phone, email, and customers portal.
  You have a passion for solving problems and helping our customers. You must be able to quickly get to the root of customer problems by gathering all the necessary information, investigating and either resolving the customers issue or redirecting/escalating to the correct tier within the organization.
  Responsibilities
  Engage the customer through multiple channels like Phone, Chat, Web, and Email proactively, using case management tools like Salesforce and Jira
  Diagnose and rectify technical problems and queries following first-line fix criteria and where possible resolving at the first call
  Own support cases, making sure to record, track, and resolve each issue accurately, efficiently, proactively, and with completeness
  Empowering customers by promoting a Knowledge base and self-service
  Set up new users’ accounts and profiles working alongside internal teams
  Work with senior engineers on escalated tickets
  Capture, structure, reuse, and improve knowledge articles within the case resolution workflow according to the knowledge-centred Service (KCS) methodology
  Qualifications
  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), 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)
  Exceptional customer service and confident communication skills, customizing your interaction with both technical and non-technical audiences
  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
  For a closer look into what life at 8x8 UK Ltd. is about 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 which is why we have been a member of the Living Wage Foundation for many years 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

Please refer the Job description for details