Senior Technical Support Engineer

October 3

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8x8

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VoIP business phone service • hosted VoIP • Small business phone systems • web conferencing • virtual contact center

1001 - 5000

Description

• You will be the first point of contact for our customers and will answer all incoming requests for help via phone, web chat and emails, details of which you will log on the ticketing system. • You will decide on the most effective way to manage each request and will ensure that customers are updated regularly via email or phone until their issue/query is resolved. • Build and manage relationships effectively, both internally (e.g., Sales, Account Management) and externally (Partners and Customers). • Proactively engage customers through multiple channels such as Phone, Chat, and Web, utilizing case management tools like Salesforce and Jira. • Manage complex, strategic customer accounts, ensuring compliance with local governance, external regulations, internal policies, and procedures. • Provide configuration reviews, troubleshooting, fault isolation, and root cause analysis for complex technical issues using internal tools and software (e.g., Wireshark, PingPlotter, Win MTR, HAR Analyzer). • Own and manage support cases, ensuring each issue is accurately recorded, tracked, resolved efficiently, proactively, and with completeness. • Conduct in-house reproductions of reported issues, identify problems, and formulate corrective action plans. • Collaborate with internal 8x8/Customer/Partner departments on escalated cases within the scope of the platform and beyond. • Maintain the accuracy and completeness of recorded data, adhering to internal quality processes. • Capture, structure, reuse, and improve knowledge articles in the case resolution workflow, following the Knowledge-Centered Service (KCS) methodology. • Promote self-service and the Knowledge Base to empower customers and partners. • Identify opportunities for improving support delivery, reducing costs, and adding value. • Manage third-party vendors and suppliers. • Provide on-call support during bank holidays and weekends as needed for critical support activities. • Occasional travel may be required.

Requirements

• Inquisitive mindset and problem-solving skills: A strong passion for curiosity and a desire to make a difference are essential. • Case management expertise: Experience with case management systems like Salesforce Service Cloud and Jira. • Excellent communication skills: High standard of written and spoken English, with great attention to detail. • Ability to confidently and clearly articulate technical issues to both technical and non-technical audiences. • Networking and IP technology expertise: Strong knowledge of IP and networking technologies. • Familiarity with IP telephony (VoIP), Session Initiation Protocol (SIP), unified communications, call center solutions, UCaaS, CCaaS, and CPaaS is highly advantageous. • Network hardware knowledge: Good understanding of network routers, switches, and firewalls. • Ability to independently debug broad, complex Local Area Networks (LAN) and Wide Area Networks (WAN). • Diagnostic tools experience: Familiarity with tools such as Wireshark, PingPlotter, and MTR is preferred. • API exposure is a bonus. • VoIP platform experience: Knowledge in configuring and using all functions of a Voice over IP platform at the user/company level, including voice mobile applications, messaging, video conferencing, screen sharing, call recording, voicemail, call analytics, SSO, and integrations is a plus. • Self-learner and problem-solver: Enthusiastic self-learner with strong analytical skills and the ability to deliver exceptional customer service while thinking on your feet. • Organizational skills: Strong ability to work independently with minimal supervision, meet targets, and manage tasks effectively. • Prioritization and multitasking: Capability to make high-impact decisions while multitasking, with strong prioritization skills. • Flexibility and growth mindset: Willingness to take on ad hoc projects and cases to foster personal and professional growth. • Technical support experience: 3-5 Years - proven experience providing technical support in a high-pressure, customer-facing role. • Educational background: Bachelor’s or Master’s degree in a technical field, or comparable industry certifications and experience.