Senior Technical Support Engineer

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8x8

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1996

☁️ SaaS

📡 Telecommunications

🏢 Enterprise

💰 $121.9M Post-IPO Equity on 2022-01

SaaS • Telecommunications • Enterprise

8x8 is a comprehensive platform and partner designed to enhance customer experience (CX) by unifying business communications and interaction data. Trusted by over 3 million business users, 8x8 provides solutions such as contact centers, unified communications, and no-code APIs to address complex communication challenges. By integrating artificial intelligence into their platform, 8x8 helps businesses connect teams and customers, gain insights, and drive impactful results. The platform aims to modernize operations, mitigate risks, and build customer loyalty, offering a seamless and efficient experience for enterprises.

📋 Description

• Respond to customer queries via phone, email and ticketing system • Troubleshoot problems for first time resolution of issues, wherever possible • Identify and escalate priority issues to supervisor • Maintain the accuracy and completeness of all recorded data • Operate changes and requests on the client environment; carry out screen-sharing to help customers get set up and operational • Capture, structure, reuse, and improve knowledge articles to promote the use of the 8x8 Knowledge Base and self-service • Continuously learn to build and maintain a strong knowledge of 8x8 products, services and processes

🎯 Requirements

• Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration. • Proven experience in Customer Support or Technical Support role • Previous experience with Salesforce Service Cloud or similar CRM systems, Knowledge Base systems, and Customer portals for case management • Basic understanding of VoIP technologies, networking and telecommunications, IP telephony • Exceptional communication skills, customizing your interaction to the individual customer personalities and contexts - able to work with non-technical and technical customers alike • Ability to adhere to processes and procedures, attention to details • Prioritization skills and capability to make high impact decisions while multitasking

🏖️ Benefits

• Health insurance • Professional development