Tier One Technical Support Engineer

Job ID
2017-2014
UK-Buckinghamshire-Aylesbury
Category
Services & Support

About the Job

JOB SUMMARY

 

We are always looking for engineers to play a pivotal role in providing 1st class technical support for 8x8's ever-growing customer base. Working in a dynamic team, engineers will learn an array of skills on multiple in-house built systems and platforms.

 

This is a superb opportunity for a driven individual to learn a lot within an exciting growing company.

 

Being able to think outside of the box and being tenacious will be important in the role. Customer experience is key and therefore being able to work to SLA's and keeping departmental and personal KPI's in mind is imperative.  

 

Essential Duties and Responsibilities:

  • Answer support queries via phone and email and tickets logged on the customers portal.
  • Analytical and problem solving skills, with the ability to multi task
  • Logging of customer requests and incidents
  • Diagnosing and rectifying technical problems and queries following first line fix criteria and where possible resolving at first call
  • Provide application and support to our growing client base from 8x8's own products
  • Manage third party vendors and suppliers
  • Setting up new users' accounts and profiles working alongside internal teams
  • To be able to work with non-technical customers and technical customers alike
  • Working with senior engineers on escalated tickets.
  • Logging and escalating calls with third parties where required, ensuring communication back to the customer 

Skills & Experience Required:

  • Exceptional customer service and confident communication skills
  • Enthusiasm and willingness to learn
  • Be able to work to targets (SLA’s)
  • A high standard of written and spoken English and attention to detail
  • Basic network troubleshooting
  • Excellent teamwork skills
  • Knowledge of basic networking
  • Basic understanding of IP telephony 

About the Company

ABOUT 8x8

8x8, Inc. (NYSE: 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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