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Senior Technical Support Engineer

Remote, United Kingdom

As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. [Nasdaq: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 www.8x8.com, or follow 8x8 on LinkedInTwitter and Facebook.
Our mission is to deliver Fast, and Engaging customer service, to enable our Enterprise Customers to fully utilize the power of 8x8 unified communication solutions. Our methodology is first-class support. In this role, you will get a thrill from proactively seeking out complex issues and finding their resolutions. You will be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.
This is an interesting and varied role in a company that has massive Global growth visions and for some, it is a perfect stepping stone into cloud-based technologies that are fast replacing the older technologies. As this is a Support of applications role you will be interested and be able to easily pick up how our products work; then be able to help customers with issues and configuration requirements.
The best bit will be: Trouble-shooting and getting stuck into some challenging problems that you help customers to resolve by being their ambassador.

Responsibilities

  • Own and hold yourself accountable for successful Support outcomes to ensure high customer satisfaction and reduced customer effort for our largest customers
  • Focus on maximum efficiency and effectiveness to increase productivity
  • Effectively build and manage partnerships with customers both internally (e.g. Sales) and externally (Partners and end-users)
  • Engage the customer through multiple channels like Phone, Chat and Web proactively, using case management tools like Salesforce and Jira
  • Provide configuration review, troubleshooting, fault isolation and root cause analysis for technical issues
  • 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
  • Identify and escalate priority issues to management and senior engineers within Support
  • Capture, structure, reuse, and improve knowledge articles within the case resolution workflow according to Knowledge-Centered Service (KCS) methodology
  • Liaise and collaborate with engineering teams on escalated cases
  • Manage third party vendors and suppliers to ensure successful outcomes
  • After hours and weekend on-call support as needed for support activities
  • Ensuring compliance with external regulations and internal policies and procedures

Qualifications

  • Good technical knowledge and technical support with a strong customer focus or related experience
  • Proficient knowledge and experience with IP and networking technologies. Knowledge of IP telephony (VoIP), Session Initiated Protocol (SIP), unified communications, call center solutions, UCaaS, CCaaS, CPaaS
  • 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, customising your interaction to both technical and non technical audiences.

For a closer look into what life at 8x8 UK Ltd. is about 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 which is why we have been a member of the Living Wage Foundation for many years 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 foundhere.

8x8

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