Lead Technical Support Engineer - VoIP & UC

8X8 PHILIPPINES, INC.

Manila

On-site

PHP 600,000 - 900,000

Full time

14 days+

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Job summary

8x8 is seeking a Technical Support Engineer to be the primary contact for premium clients via phone, email, and chat, handling a broad range of issues related to All in One Communications and Contact Center solutions.

The role includes six weeks of training on product features, user experience, configuration, analytics, and backend troubleshooting, with access to diagnostic tools to provision devices and perform PBX changes.

Qualifications

Proficient in a client-facing role.
Experience with IP and networking technologies.
Knowledge of IP telephony (VoIP), SIP, and unified communications.
Able to debug broad LAN/WAN problems independently.
Familiar with helpdesk ticketing and knowledge management systems.
Strong prioritization skills with multitasking ability.
Able to work with both non-technical and technical customers.

Responsibilities

Manage all support interactions during EMEA and US hours and record in the ticketing system.
Focus on resolving issues during first contact with the client.
Liaise with other 8x8 teams and third parties to facilitate resolution.
Identify escalation priority issues and escalate as needed.
Capture and log product feature requests for review by product teams.
Ensure compliance with external regulations and internal policies.
Meet individual and organizational KPIs.