Technical Support Representative

Job ID
2017-2160
UK-London
Category
Services & Support

About the Job

About the Role:
The London Technical Support Team primarily support the (DXI) ContactNow product set which are a cloud based virtual call centre solutions.
 
Technical Support is the first point of escalation for our customers after Customer Support and we in turn can escalate issues to Development or Infrastructure. We in effect support our customers and our Customer Support colleagues as well.
 
We get involved in helping customers to configure their cloud based call centre solutions, deal with number porting, understanding and running reports as well as finding and documenting bugs in the platform.
 
Our primary role is to get to the root cause of the problems that customers are experiencing by being able to work out if the issue is on our platform (and if so how/where in the application stack) or their own set -up or network.
 
Our product is a self-serve solution that is much easier to understand and configure than more traditional PBX based call centre solutions however we have recognised that we need to start creating more help and support documentation for our customers to make it even easier to set up basic and complex solutions. Tech Support play a key part in identifying the most important issues that need to be documented and communicated and then filling the gaps.
 
Working Hours: ​37.5 hours per week - Monday to Friday - on a slight shift to cover 8:00am to 5:30pm + 1 week in 4 on call (being available on the phone in case of major service outages) 
 
Key Responsibilities and Accountabilities:
  • Responding to customer queries & requests via phone, email & ticketing system.
  • Regularly communicating with customers & internal departments regarding status of tickets and updating tickets accordingly.
  • Liaising with colleagues and third parties to gather information and resolve issues in a timely & efficient manner.
  • Troubleshooting problems for first time resolution of issues, wherever possible.
  • Identifying and escalating priority issues to Development or Infrastructure.
  • Assisting colleagues in Customer Support with technical issues
  • Calling Customers to confirm successful issue resolution (E.G. bug fixes).
  • Maintaining the accuracy and completeness of all recorded data.
  • Ensuring compliance with external regulations & internal policies/procedures.
  • Effectively building and managing relationships with customers both internally (e.g. Sales) and externally (resellers and end users).
  • Any other related duties as required.
 
Desirable Skills & Experience
  • Web applications & client-side debugging is a non negotiable/must have.
  • Exposure to web APIs would be an advantage
  • Experience within a Support Team in telecommunications or related sector.
  • VoIP signalling protocol, SIP, (Asterisk, freeswitch or similar)
  • Must be able to show a good level of SIP network protocol to some degree.
  • Experience In Computer Networking TCP/IP and SIP.
  • Exposure with Linux command line.
  • Competent with SQL & MySQL
  • Some experience with PHP and Javascript would be an advantage but not is essential.
  • Ability to evaluate, troubleshoot, & follow up on customer issues as well as replication & documentation for further escalation to the Development team.
  • Experience working with a ticketing system such as, SalesForce Jira, etc.
  • Understanding of the way in which call centres operate call centre solution.
 
Qualifications:
  • Degree in Computer Science/Computer Networks or related
  • CCNA Certified or equivalent
  • 2+ years experience in technical support role
 
Personal Specification:
 
We are looking for an individual who is passionate about providing the highest levels of support and help that they can. They must be curious​ and have a genuine interest in the world of SQL & MySQL. We want people who can fit into and be part of a close-knit team of technically oriented team and we want people who love to solve problems and puzzles. We are looking for technical people who are able to communicate effectively in writing and who are also not afraid to pick up the phone to talk to and build relationships with our customers.
 
  • Ability to remain calm under pressure, multitask and also to project confidence when problem solving.
  • An ability to assess each customer request and accurately prioritise the issue.
  • Able to handle challenging customers & issues customers.
  • Ability to think logically.
  • Good attention to detail.
  • Excellent analytical and problem-solving skills.
  • Good understanding of the Microsoft office product suite.
  • Excellent interpersonal and customer care skills.
  • Accurate and clear records keeping.
  • The ability to work unsupervised.
  • Excellent level of written and verbal communication.

 

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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