Hybrid Tier 1 Technical Support Associate

8x8, Inc.; Aylesbury; Hybrid; GBP 23,000 - 30,000; Full time

Job summary

8x8, Inc. is hiring a Tier 1 Technical Support Associate for our UK-Aylesbury office. You will deliver first-line support across billing, orders, Professional Services scoping, and technical issues, using Salesforce/Jira for case management.

Hybrid role with on-site work three days a week and a focus on fast, customer-first resolutions. You will adapt communications to various customer backgrounds, gather necessary information, and resolve or route issues within SLAs and KPIs.

Qualifications

• Excellent written and spoken English with high attention to detail.
• Customer-first mindset with a passion for problem solving.
• Familiarity with IP telephony or unified communications is a plus.
• Strong communication style adaptable to different customers.
• Self-motivated learner with analytical skills and ability to multitask.
• Ability to work within SLAs and KPI targets.

Responsibilities

• Engage customers across Phone, Email, Chat, and Web channels using case management tools.
• Own and manage support cases from intake to resolution with documentation.
• Provide configuration review, troubleshooting, and root-cause analysis for technical issues.
• Escalate to senior engineers when needed and assist with knowledge base improvements.

Job description

8x8, Inc. is hiring a Tier 1 Technical Support Associate for our UK-Aylesbury office. You will deliver first-line support across billing, orders, Professional Services scoping, and technical issues, using Salesforce/Jira for case management.

Hybrid role with on-site work three days a week and a focus on fast, customer-first resolutions. You will adapt communications to various customer backgrounds, gather necessary information, and resolve or route issues within SLAs and KPIs.