• Application Technical Support Engineer

    Job ID
    2018-4242
    Location
    RO-Cluj-Napoca
    Category
    Service & Support
  • About the Job

    8x8 Research and Innovations is seeking experienced technical support professionals to assist our customers with analyzing and addressing their technical issues or requirements. 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 resolving complex customer cases from first-line product support engineers who have been unable to isolate or fix issues with the 8x8 Virtual Office product line. Application Technical Support Engineer (Tier 2) engineers are the primary liaison with the customers and engineering teams responsible for reporting and resolving operational issues, maintenance problems or bugs. Customer interactions include performing remote application configuration, troubleshooting service issues, as well as integration issues. The ideal candidate will have experience in troubleshooting and resolving complex technical in telecommunication and enterprise networks.   

     

    Responsibilities

     

    • Understand product flows, correlate them with specific customer configurations in order to be able to analyze product logs and conclude resolution for the customer reported issues
    • Filter customer application feedback, qualify and quantify, route to appropriate team if needed, or own all throughout to resolution
    • Work with our internal tools and engineering teams to reproduce in-house customer reported problems
    • Report operational issues, maintenance problems or bugs to product engineering
    • Be a liaison between customer and all of our internal teams - engineering, support, product management, etc. Own the feedback and communication both internally and externally while the ticket is with the Support team.
    • Meet or exceed customer satisfaction and productivity metrics.

     

    Requirements

     

    • Knowledge and troubleshooting proficiency of:
      • Unified Communications, VOIP, and SIP technologies
      • Cloud computing technologies and concepts
      • Contact Center technologies
      • Windows and Linux operating systems
      • Avaya, Mitel and Cisco product knowledge and skills are a plus
    • 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

     

    Employee Benefits

     

    • Excellent financial and employee benefits package
    • Part of a challenging, fast-paced, ever evolving environment
    • Multiple career paths and personal evolution

     

     

    #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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