Partner Technical Support Engineer

Job ID
2017-2089
UK-Buckinghamshire-Aylesbury
Category
Services & Support

About the Job

Job Description


You will be responsible for strategic direction for the delivery of partner-level support activities.  Including handling technical escalations associated with specific accounts, performing remote phone system configuration, troubleshooting quality of service, connectivity and performance issues.  The ideal candidate will have experience in developing trusted relationships with technical personnel and executives to provide a personalized level of customer support.


Responsibilities

  • Resolve technical issues associated with 8x8’s hosted communications products via, service cloud ticketing system or phone
  • Maintain trusted relationships with assigned partners to meet all of their technical expectations and needs
  • Be a liaison between partners and technical support, product development, sales and field service to identify opportunities for support delivery improvements, cost reduction and value-add to partners
  • Meet or exceed customer satisfaction and productivity metrics
  • Occasional travel may be required

Requirements

  • Knowledge and troubleshooting proficiency of:
    • Unified Communications, VOIP, SIP and associated technologies
    • Cloud computing technologies and concepts
    • Network routers, switches, systems and tools
    • Contact Centre technologies
  • 2+ years supporting enterprise level, mission critical network environments.
  • 2+ years of providing technical support to enterprise level customers
  • Bachelor’s degree in a technical field and/or comparable industry certifications and experience
  • Strong organizational and time management skills
  • Excellent verbal and written communication skills
  • Team player with positive attitude

 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 teamsTo be able to work with non-technical customers and technical customers a like 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. (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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