Technical Support Engineer III – VoIP & UC

8x8 International Philippine Branch Office

Manila

On-site

PHP 500,000 - 700,000

Full time

2 days ago

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Job summary

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

Six-week training will cover product specifics from user experience to configuration, analytics, and backend troubleshooting. The role involves cross-team coordination and strict adherence to processes and KPIs.

Qualifications

Experience in a client-facing support role.
Solid knowledge of IP and networking technologies.
Familiarity with IP telephony (VoIP) and SIP.
Able to diagnose LAN/WAN issues and device configuration.
Experience with helpdesk ticketing systems.
Strong prioritization and multitasking skills.
Ability to communicate clearly with non-technical customers.

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 elastic 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.