Junior Technical Support Engineer

8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8 Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity.

As an organization, we are looking for Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth.

Learn more on our company website at

follow our pages on

LinkedIn

,

Twitter

,

Facebook

and

Instagram

.

As an Junior Technical Support Engineer you will be First-line support to the company's end customers. This is a great opportunity for a driven individual to learn a lot within a tech-growing company, and use and improve their current level of skill and experience in an Advanced Technical Support environment. This will be accomplished by providing a differentiated, world-class customer experience and top-level technical support for our product, from first-level troubleshooting to training to enable self-service. Customers request assistance via many channels including, phone, email, and customers portal.

You have a passion for solving problems and helping our customers. You must be able to quickly get to the root of customer problems by gathering all the necessary information, investigating and either resolving the customers issue or redirecting/escalating to the correct tier within the organization.

Responsibilities

Engage the customer through multiple channels like Phone, Chat, Web, and Email proactively, using case management tools like Salesforce and Jira

Diagnose and rectify technical problems and queries following first-line fix criteria and where possible resolving at the first call

Own support cases, making sure to record, track, and resolve each issue accurately, efficiently, proactively, and with completeness

Empowering customers by promoting a Knowledge base and self-service

Set up new users' accounts and profiles working alongside internal teams

Work with senior engineers on escalated tickets

Capture, structure, reuse, and improve knowledge articles within the case resolution workflow according to the knowledge-centred Service (KCS) methodology

Qualifications

Good technical knowledge and technical support with a strong customer focus or related experience

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)

Exceptional customer service and confident communication skills, customizing your interaction with both technical and non-technical audiences

Prioritization skills and capability to make high-impact decisions while multitasking

Flex and take on ad hoc projects and cases to challenge growth and learning

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

.

View the

Participant Poster

in English and Español.

View the

Right to Work Poster

in English and Español.

We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at (Include "Reasonable Accommodation" in the subject line)

Our Job Applicant Privacy Notice can be found

here

.