Tier 2 Technical Support Subject Matter Expert (SME) Lead

Job ID
2017-1997
US-CA-San Jose
Category
Services & Support

About the Job

Job Description:

 

A Tier 2 Technical SME plays a critical role in the support organization. While being the foremost support expert in their specific subject matter area, they will also be responsible for representing support in cross functional meetings for product improvement and new product releases.

 

Primary Responsibilities:

 

  • Build and maintain support documentation for existing known issues with products and services relating to SME area
  • Join cross functional meetings with engineering, product marketing and operations on existing open issues and new product introduction (NPI) meetings
  • Mentor existing Jr. SME’s in Tier2 and partner support organization
  • Consult with Tier1 and Tier2 on support escalations pertaining to subject matter area
  • Own and resolve support cases where resolution will require complex troubleshooting and engagement with engineering teams
  • Document and champion known bugs and feature requests in Jira tracking system
  • Analyze support trends and overall volume for a specific subject matter area
  • Be available for Q&A during support agent training
  • Provide a 1-2 hour live lab training on the subject matter area in small groups
  • Travel may be required to other 8x8 sites and vendors to provide and receive training

 

 Qualifications:

 

  • 3+ years’ experience in support related position related to telecommunications or other related field
  • Excellent written and verbal communication skills at all levels of the organization
  • Excellent analytical and problem solving skills with a strong sense of client commitment
  • Ability to work with multiple departments to coordinate client satisfaction
  • Strong service skills, as well as understanding time critical issues from a customer’s perspective
  • The ability to make quick decisions while maintaining a calm, professional presence during high stress times
  • Ability to ascertain urgency of support requests
  • Excellent customer relationship skills
  • Strong organizational skills
  • Detailed oriented with good documentation skills
  • Ability to multitask
  • A superior understanding of all 8x8 Products & Services
  • Proficient technical troubleshooting skills involving all 8x8 Products and Services
  • Experience with major VOIP protocols
  • Outgoing and positive attitude required

About the Company

ABOUT 8x8

8x8, Inc. (NASDAQ: EGHT) ​is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 45,000 businesses operating in over 100 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and conferencing. 

​In today’s competitive market 8x8 continues to deliver service excellence, with a consistent, innovative, cohesive, progressive and dynamic culture.

For additional information, visit www.8x8.com, www.8x8.com/UK or connect with 8x8 on LinkedIn,

Twitter, Google+ and Facebook

Additional Information

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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