As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. NYSE : EGHT is to transform the future of business communications.
The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.
For additional information, visit , or follow 8x8 on LinkedIn, Twitter and Facebook.As a Tier 1 application 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.
You will undergo a six week training program covering the specifics of each product from user experience to configuration, analytics and back-end troubleshooting.
You will be granted access 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 for client during US continental hours and record all information in Salesforce
Focus on resolving the issues and requests during the first contact with the client
Capture and log product feature requests and submit them for review by the appropriate product teams
Liaise with other 8x8 teams and third parties to facilitate resolution in line with the severity and impact of the support scenario
Ensure compliance with external regulations and internal policies and procedures
Meet individual and organisation objectives in line with the agreed KPIs
Identify and escalate priority issues to supervisor
Effectively build and manage relationships with customers both internally (e.g. Sales) and externally (resellers and end users)
1+ year of experience in Customer Support / Technical Support role
Excellent written and spoken English language skills
Customer Service Management systems and knowledge management solutions expertise
Proficient with a client facing role
Good understanding of IT principles and networking technologies
Basic understanding IP telephony
Ability to adhere to processes and procedures
Prioritization skills and capability to make high impact decisions while multitasking
Excellent communication skills and understanding and documenting technical details
Good ability to identify and apply documented solutions and fixes
Interpersonal skills and character to build trust and maintain credibility
Able to work with non-technical and technical customers alike
Working Schedule :
Rotating shift schedule to cover US continental working hours. Shifts covering 15 : 00 - 04 : 00 local (EET) time interval .
Working at 8x8
Industry leading, award winning technology and recognised on two Gartner Magic Quadrants
Inclusive, supportive and collaborative culture yet with a winning mentality
Encouragement and environment to make a difference
Fun check out our Instagram posts in the UK, Romania and the US, the smiles are real
Deep passion for doing the best for our customers,