Enterprise Technical Support Engineer

Job ID
2017-2262
UK-Buckinghamshire-Aylesbury
Category
Services & Support

About the Job

8x8 is seeking experienced technical support professionals to assist our enterprise level business customers with our award winning hosted PBX, VOIP, Contact Centre, SIP, and Hosting services. Your computer networking and telecommunications experience, advanced problem solving skills, and an ability to build strong customer relationships, will help 8x8 expand our industry share of hosted unified communications for business customers.  

 

Job Description

You will be responsible for strategic direction for the delivery of enterprise-level support activities for 8x8 products for assigned and shared customers. Includes handling Tier1 escalations associated with accounts, performing remote phone system configuration, troubleshooting quality of service, as well as 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 phone and e-mail
  • Maintain trusted relationships with assigned customers to meet all of their technical and account management expectations and needs
  • Be a liaison between customers and technical support, product development, sales and field service to identify opportunities for support delivery improvements, cost reduction and value-add to enterprise customers.
  • Meet or exceed customer satisfaction and productivity metrics.
  • Occasional travel may be required.

 

Skills and Experience

 

Knowledge and troubleshooting proficiency of:

  • Unified Communications, VOIP, and SIP technologies
  • Cloud computing technologies and concepts
  • Network routers, switches, systems and tools
  • Contact Centre technologies
  • Experience supporting enterprise level, mission critical network environments
  • Experience of providing technical support to enterprise level customers
  • Strong organizational and time management skills
  • Excellent verbal and written communication skills
  • Team player with positive attitude

Employee Benefits

  • Private Healthcare (Family cover)
  • Pension
  • Life Assurance (4x your annual salary)
  • Income Protection  
  • 25 day’s annual leave
  • Comprehensive Employee Assistance Program
  • Childcare Vouchers

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