Senior Technical Support Engineer - VoIP & UC

8x8inc; Manila; On-site; PHP 350,000 - 700,000; Full time

Job summary

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

As a Technical Support Engineer you will be the primary point of contact for our premium level clients via phone, email, and chat, addressing a broad range of issues and requests related to 8x8's All in One Communications or Contact Center solutions.

Qualifications

• Proficient in a client-facing role.
• Competent experience with IP and networking technologies.
• Knowledge of IP telephony (VoIP), SIP, and unified communications.
• Basic knowledge of network routers, switches, firewalls, systems and tools, and the ability to independently debug broad, complex LAN/WAN.
• Good understanding of helpdesk ticketing and knowledge management systems.
• Excellent prioritization skills and ability to make high impact decisions while multitasking.
• Excellent ability to identify and apply documented solutions and fixes.
• Able to work with non-technical and technical customers alike.

Responsibilities

• Manage all support interactions during EMEA and US continental hours and record all information in our ticketing system.
• Focus on resolving the issues and requests during the first contact with the client.
• Liaise with other 8x8 teams and third parties to facilitate resolution in line with existing processes and procedures.
• Identify and escape priority issues or exceptions to the designated point of contact.
• Capture and log product feature requests and submit them for review by the appropriate product teams.
• Ensure compliance with external regulations and internal policies and procedures.
• Meet individual and organisation objectives in line with the agreed KPIs.

Skills

IP networking

VoIP/SIP

Unified communications

Network hardware

Ticketing systems

Customer-facing

Prioritization

Troubleshooting

Communication

Tools

Ticketing system

Job description

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

As a Technical Support Engineer you will be the primary point of contact for our premium level clients via phone, email, and chat, addressing a broad range of issues and requests related to 8x8's All in One Communications or Contact Center solutions.