Senior Technical Support Engineer

At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

As a Technical Support Engineer 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.
This is an interesting and varied role in a company that has massive Global growth visions and for some it is a perfect stepping stone into cloud based technologies which are fast replacing the older technologies.
Responsibilities
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
Qualifications
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

The compensation range reflects the Company’s good faith belief at the time of posting. 8x8 has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role; the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Further, individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience, knowledge, success, education and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time. Certain roles are eligible for additional rewards, including discretionary merit increases, bonus and/or stock. Certain roles have the opportunity to earn sales variable compensation incentives based on the terms of the plan and the employee’s role.

Salary Ranges:

$70,125.00 - $116,875.00

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.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.

View the Participant Poster in English and Español.

View the Right to Work Poster in English and Español.

We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at [email protected] (Include “Reasonable Accommodation” in the subject line)

Our Job Applicant Privacy Notice can be found here.