Job Ref: 215262596

Date: 2021-11-26 13:25:32

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Technical Support Engineer – Partner Support

Location: Hybrid with visits to Aylesbury office 2x-3x a week (UK only)

About 8×8

* 8×8, Inc. (NASDAQ: EGHT) is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 1 million businesses operating in over 150 countries across six continents. 8×8'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 centre solutions, and conferencing.

* In today’s competitive market 8×8 continues to deliver service excellence, with a consistent, innovative, cohesive, progressive, and dynamic culture.

Job Summary

* Technical Support Engineer to the company’s end customers and Partners. This is a great opportunity for a driven individual to learn a lot within a tech-growing company, use and improve their current level of skill and experience in an Advanced Technical Support environment. This will be accomplished by providing a differentiated, world-class customer experience and top-level technical support for our product, from first-level troubleshooting to training to enable self-service. Customers request assistance via many channels including phone, email, and customers portal.

* You have a passion for solving problems and helping our customers. You must be able to quickly get to the root of customer problems by gathering all the necessary information, investigating and either resolving the customer’s issue or redirecting/escalating to the correct tier within the organization. Customer experience is key and therefore being able to work to SLA's and keeping departmental and personal KPI's in mind is imperative.

Responsibilities

* Answer support queries via phone, email, and tickets logged on the customers portal.

* Log customer requests and incidents

* Diagnose and rectify technical problems and queries following first-line fix criteria and where possible resolving at first call.

* Troubleshoot and resolve technical problems following criteria for a first-line fix.

* Carrying out screen-sharing to help customers get set up and operational.

* Provide application and support to our growing client base from 8×8's own products.

* Empowering customers by promoting Knowledge base and self-service.

* Set up new users' accounts and profiles working alongside internal teams.

* Work with senior engineers on escalated tickets

* Log and escalate calls with third parties where required, ensuring communication back to the customer.

* Manage third-party vendors and suppliers.

* Capture, structure, reuse, and improve knowledge articles within the case resolution workflow according to Knowledge-Centered Service (KCS) methodology

Skills & Experiences Required

* Analytical and problem-solving skills, with the ability to multitask.

* Exceptional customer service and confident communication skills, customising your interaction to the individual customer personalities and contexts.

* Enthusiastic and a great attitude towards learning

* Able to work with non-technical customers and technical customers alike.

* Able to work to targets (SLA’s)

* Familiar 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

* A high standard of written and spoken English and attention to detail.

* Excellent teamwork skills

Work Schedule

3 Rotating schedules:

* Schedule 1 – 08:00 – 16:30

* Schedule 2 – 09:00 – 17:30

* Schedule 3 – 10:00 – 18:30

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