• Enterprise Technical Support Engineer

    Job ID
    2018-4111
    Location
    RO-Cluj-Napoca
    Category
    Service & 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 Enterprise Business customers.

     

    Job Description

    As an Enterprise Technical Support engineer, you will play a pivotal role in providing world class technical support for 8x8’s ever-growing Enterprise customer base. You will be responsible for the enterprise-level support activities on the 8x8 product suite. Working in a dynamic team, you will learn an array of skills on multiple in-house built systems and platforms. Being able to think outside of the box and being tenacious will play an important part in your role. Ideal candidate will need to have experience in developing trusted relationships with the technical counterparts in order to provide personalized level of customer support to our ever growing customer base.

     

    Responsibilities

    • Troubleshoot Enterprise customer reported issues on the supported 8x8 product suite
    • Own the support ticket all the way through to resolution
    • Coordinating with internal teams, key suppliers and/or 3rd parties to ensure proper corrective actions are implemented
    • Capture, structure, reuse and improve knowledge base articles according to the KCS (Knowledge Centered Service) methodology
    • Empower customers by promoting self service and use of the 8x8 Support Knowledge Base
    • Contribute to a culture of knowledge sharing by using and promoting the knowledge base internally
    • Be a liaison between customers and technical support, product development, sales and field service
    • In-house reproduction of reported issues, problem identification and corrective action plans
    • Meet and exceed customer satisfaction metrics
    • Occasional travel may be required

    Requirements

    • 2+ years of technical support experience
    • Proficiency in:
      • Network routers, switches, systems and tools
      • Ticketing based systems
      • Written and spoken English
    • Experience and understanding of internet and/or broadband technologies
    • Excellent client communication and soft skill
    • Team player with a positive attitude and great passion for technology
    • Strong organizational skills, ability to work and deliver under minimal supervision and under tight deadlines
    • Able to remain calm under pressure
    • Bachelor’s degree in a technical field
    • Previous experience in the following areas would be a plus:
      • Unified Communications, VOIP, and SIP technologies
      • KCS support model
      • Cloud computing technologies and concepts
      • Contact center technologies
      • Support for mission critical network environments

    Employee Benefits

    • Excellent financial and employee benefits package
    • Part of a challenging, fast-paced, ever evolving environment
    • Multiple career paths and personal evolution
    • Opportunity to travel around the globe to our offices in Silicon Valley (San Jose), London, etc.

     

     

    #LI-CM1

    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.
    View the Participant Poster in 
    English | Español.
    View the Right to Work Poster in 
    English | Español.

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