Technical Support Engineer
8x8
Cluj-Napoca, Romania
5 zile în urmă

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 in Customer Support or Technical Support role;
  • Bachelor’s Degree in a technical field or equivalent experience;
  • 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;
  • Good ability to identify and apply documented solutions and fixes;
  • Enthusiastic and a great attitude towards learning;
  • Excellent written and spoken English language skills
  • Working at 8x8 :

  • Industry leading, award winning technology and recognized 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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