Tier 1 Tech Support Engineer with English & French
8x8
Cluj-Napoca, Romania
5 zile în urmă

Responsibilities

  • 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 organisation objectives in line with the agreed KPIs
  • Effectively build and manage relationships with customers both internally () and externally (resellers and end-users)
  • Requirements :

  • Previous Technical Support experience
  • Excellent written and spoken English and French
  • Proficient in a client-facing role
  • Good understanding of IT principles and networking technologies
  • Good understanding of helpdesk ticketing and knowledge management systems
  • Basic understanding of IP telephony and UCaas solutions
  • Excellent prioritization skills and ability to make high impact decisions while multitasking
  • Excellent communication skills understanding and documenting technical details
  • Excellent ability to identify and apply documented solutions and fixes
  • Ability to adhere to processes and procedures
  • 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 EMEA and US continental working hours. Shifts covering 15 : 00 - 02 : 00 local (EET) time interval.
  • Hybrid working model
  • Benefits :

  • 25 annual leave days. Additional vacation of 1 leave day for every 2 complete years of employment (max. up to 5 days)
  • Bank Holidays (Public Holidays) during the weekend, are observed on weekdays
  • Participation in the company’s bonus scheme based on company performance and individual performance
  • Private Pension
  • Group Life Insurance
  • Private Healthcare
  • Meal Tickets
  • Telecom allowance
  • Newborn allowance
  • Christmas and Easter Allowance
  • Flexible Benefits Platform
  • Employee Stock Purchase Plan
  • Employee engagement activities and events
  • Learning and training initiatives
  • Flexible working schedule
  • LI-AA1For 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. Apply for this job

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