Enterprise Technical Support Engineer

8x8, Inc. (NYSE:EGHT) communication solutions help businesses transform their customer and employee experience. With one system of engagement for cloud voice, video, collaboration and contact center and one system of intelligence on one cloud communications platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations. For additional information, visit www.8x8.com , or follow 8x8 on LinkedIn , Twitter , and Facebook .

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.
  
  

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.

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