Senior Enterprise Technical Support Engineer (Remote US)

Remote, US Central Time Zone Hours, United States

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8x8, Inc. logo
8x8, Inc.
8x8 helps businesses of all sizes empower employees and delight customers with a unified platform for contact center, business phone, video, and chat.
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As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. (NYSE:EGHT) is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.
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About the Role: Our mission is to deliver Fast, and Engaging customer service, to enable our customers to fully utilize the power of 8x8 unified communication solutions. Our methodology is first-class support.  In this role, you will get a thrill from proactively seeking out complex issues and finding their resolutions. You will be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.  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 that are fast replacing the older technologies. As this is a Support of applications role you will be interested and be able to easily pick up how our products work; then be able to help customers with issues and configuration requirements. The best bit will be; trouble-shooting and getting stuck into some challenging problems that you help customers to resolve by being their ambassadors. Responsibilities:-Effectively build and manage relationships with customers both internally (e.g. Sales) and externally (Partners and end-users)-Engage the customer through multiple channels like Phone, Chat and Web proactively, using case management tools like Salesforce and Jira-Manage complex strategic customer accounts, where adherence to local  governance needs to be maintained, and ensuring compliance with external regulations and internal policies and procedures-Provide configuration review, troubleshooting, fault isolation and root cause analysis for technical issues, using screen-sharing technology-Own support cases, making sure to record, track, and resolve each issue accurately, efficiently, proactively and with completeness-Maintain the accuracy and completeness of all recorded data-Capture, structure, reuse, and improve knowledge articles within the case resolution workflow according to Knowledge-Centered Service (KCS) methodology, and apply that to empower customers by promoting Knowledge base and self-service-In-house reproduction of reported issues, problem identification, and corrective action plans, liaising with 8x8 engineering teams on escalated cases both within scope of 8x8 platform and beyond-Identify opportunities for support delivery improvements, cost reduction and value-add.-Manage third party vendors and suppliers-After hours and weekend on-call support as needed for support activities-Occasional travel may be required Qualifications -An essential requirement is an inquisitive mind and an enjoyment of problem-solving. We are looking for curiosity, coupled with a desire to make a difference:-Exceptional customer service and confident communication skills, customizing your interaction to both technical and non technical audiences. -Strong expertise with IP and networking technologies. Proven knowledge of IP telephony (VoIP), Session Initiated Protocol (SIP), unified communications, call center solutions, UCaaS, CCaaS, CPaaS would be a plus-Strong knowledge of network routers, switches, firewalls, and the ability to independently debug broad, complex, Local Area Networks (LAN) and Wide Area Networks (WAN)-Diagnostic tools such as Wireshark, Ping Plotter, and/or MTR know-how would be preferred-Experience with the use and configuration of all functions of a Voice over IP platform at the user level, including voice mobile applications, messaging, video conferencing, screen sharing, call recording, voicemail functions, call analytics, SSO and Integrations a plus-Expertise with case management systems such as Salesforce Service Cloud and Jira-A high standard of written and spoken English, with great attention to detail, plus the ability to clearly and confidently articulate technical issues to both technical and non-technical audiences -Enthusiastic self-learner with great analytical and problem-solving skills, with the ability to think on your feet and deliver exceptional customer service-Strong organizational skills, ability to work and deliver under minimal supervision and meet stated work targets.-Prioritization skills and capability to make high impact decisions while multitasking -Flex and take on ad hoc projects and cases to challenge growth and learning -Prove experience providing technical support in a high pressure customer facing role-Bachelor’s/Master’s degree in a technical field and/or comparable industry certifications and experience 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 | Español.View the Right to Work Poster in English | Español.
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Job region(s): North America
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