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Technical Support Engineer (Fuze)

Manila, Philippines

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 and follow our pages on LinkedIn, Twitter and Facebook.

Responsibilities:

* Engage the customer through multiple channels like Phone, Chat, Web, and proactively using case management tools like Salesforce and Jira* Provide configuration review of UcaaS set up, troubleshooting VOIP related issue, fault isolation and root cause analysis for technical issues reported by the customer using screen-sharing technology* Own support cases, making sure to record, track, and resolve each issue accurately efficiently, proactively, and with completeness* Maintain the accuracy and completeness of all recorded data* Meet or exceed customer satisfaction and productivity metrics* Liaise and collaborate with advance level team to qualify/escalate high priority cases to ensure management visibility and issue resolution* Ensuring compliance with external regulations and internal policies and procedures

Qualifications:

* An essential requirement is an inquisitive mind and an enjoyment of problem-solving. We are looking for curiosity, coupled with a desire to make a difference. Team player with a positive attitude.* Good written and spoken English, with advanced attention to detail* 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), 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 to both technical and non-technical audiences.* Enthusiastic Self-Learner with good analytical and problem-solving skills, with the ability to think on your feet* 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* 4+ years of providing technical support in a customer-facing role.

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8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.View the Participant Poster in English | Español.View the Right to Work Poster in English | Español.
We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws.  Learn more or email us at careers@8x8.com (Include “Reasonable Accommodation” in the subject line)
For European Job Applicants our Job Applicant Privacy Notice can be found here.

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