Technical Support Representative

At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

As a Technical Support Engineer you will be the first point of contact for our customers and will answer all incoming requests for help via phone, web chat and emails, details of which you will log on the ticketing system. You will decide on the most effective way to manage each request and will ensure that customers are updated regularly via email or phone until their issue/query is resolved.
This is an interesting and varied role in a company that has massive Global growth visions and for some it is a perfect stepping stone into cloud based technologies which are fast replacing the older technologies.
Responsibilities
Respond to customer queries via phone, email and ticketing system
Troubleshoot problems for first time resolution of issues, wherever possible
Identify and escalate priority issues to supervisor
Maintain the accuracy and completeness of all recorded data
Operate changes and requests on the client environment; carry out screen-sharing to help customers get set up and operational
Capture, structure, reuse, and improve knowledge articles to promote the use of the 8x8 Knowledge Base and self-service
Continuously learn to build and maintain a strong knowledge of 8x8 products, services and processes
Qualifications
Proven experience in Customer Support or Technical Support role
Previous experience with Salesforce Service Cloud or similar CRM systems, Knowledge Base systems, and Customer portals for case management
Basic understanding of VoIP technologies, networking and telecommunications, IP telephony
Exceptional communication skills, customizing your interaction to the individual customer personalities and contexts - able to work with non-technical and technical customers alike
Ability to adhere to processes and procedures, attention to details
Prioritization skills and capability to make high impact decisions while multitasking

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