Tier 1 Application Support Technician
8x8, Inc
Cluj-Napoca, Romania
acum 1 minut

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.

Responsabilities :

  • 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)
  • Qualifications :

  • 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,
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