Technical Support Engineer - Premium Support

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 follow our pages on LinkedIn, Twitter, Facebook and Instagram.

As a Technical Support Engineer, you will be the primary point of contact for our 8x8 customer 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. Each agent will undergo a six week training program covering the specifics of the products from user experience to configuration, analytics and backend troubleshooting. 

Responsibilities:

• Manage all support interactions across 12*7 and record all information in SFDC

• 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 process 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 organization objectives in line with the agreed KPIs

• Effectively build and manage relationships with customers both internally (e.g., Sales) and externally (resellers and end users)

• Return to work (post pandemic) and work all 5 days in a week from office. 

Required Qualifications:

• 3+ years of Customer Support experience (preferably enterprise support)

• Excellent written and spoken English.

• Proficient in a customer facing role

• Good understanding of helpdesk ticketing and and knowledge management systems

• Ability to adhere to processes and procedures

• Interpersonal skills and character to build trust and maintain credibility

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.

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