Senior Technical Support Engineer - VoIP & UC

8x8; Manila, Hinoba-an; On-site; PHP 420,000 - 700,000; Full time

Job summary

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions and delight customers. As a Technical Support Engineer you will be the primary contact for premium clients via phone, email, and chat, addressing a broad range of issues related to 8x8’s All in One Communications or Contact Center solutions.

You will complete a six-week training program covering product features, configuration, analytics, and backend troubleshooting, and

Qualifications

• Experience in a client-facing role with technical customers.
• Knowledge of IP telephony, SIP and unified communications.
• Ability to troubleshoot complex LAN/WAN and network devices.
• Strong written and verbal communication; multitasking.
• Experience with helpdesk and knowledge management systems.

Responsibilities

• Manage all support interactions during EMEA and US continental hours.
• Focus on first-contact resolution with the client.
• Liaise with other teams and third parties to facilitate resolution.
• Identify and escalate priority issues.
• Log feature requests for product teams.
• Ensure compliance with regulations and internal policies.
• Meet KPIs.

Skills

IP networking

VoIP/SIP

Helpdesk

Ticketing

Prioritization

Customer support

Job description

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions and delight customers. As a Technical Support Engineer you will be the primary contact for premium clients via phone, email, and chat, addressing a broad range of issues related to 8x8’s All in One Communications or Contact Center solutions.

You will complete a six-week training program covering product features, configuration, analytics, and backend troubleshooting, and