Senior Technical Support Engineer

November 23

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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 employees

Founded 1996

☁️ SaaS

📡 Telecommunications

🏢 Enterprise

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 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