Technical Support Engineer 3

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, 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. Each agent will undergo a six-week training program covering the specifics of the products from user experience to configuration, analytics, and backend troubleshooting. Access will be granted to diagnostic and utility tools to provision physical devices, view endpoint configurations, make PBX changes, identify and troubleshoot call quality issues, an overall broad range of operations, some often beyond the reach of the client company’s sysadmins who call to request our assistance.

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 escalat 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

Qualifications

• Proficient in a client-facing role
• Competent experience with IP and networking technologies.
• Knowledge of IP telephony (VoIP), Session Initiated Protocol (SIP), and unified communications.
• Basic knowledge of network routers, switches, firewalls, systems and tools, and the ability to independently debug broad, complex, Local Area Networks (LAN) and Wide Area Networks (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

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. We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at [e-mail] (Include “Reasonable Accommodation” in the subject line)

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