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Senior Technical Support Engineer II
Remote US
Posted on 8/8/2022
INACTIVE
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Agile
Customer Service
JIRA
Leadership
Sales
Salesforce
Requirements
  • Proven success managing and hiring a team with demonstrated and continued employee development utilizing performance and hiring programs
  • Expertise in networking environments and firewalls
  • Demonstrated success in managing and engaging with remote teams
  • Experience coaching and developing employees who you identify as having growth potential
  • Exercise judgment within defined support procedures and policies to determine appropriate action
  • Guide customers to make decisions related to support delivery with the aim of improving customer experience
  • Provide proactive recommendations for business improvements based on data and metric analysis
  • Understand the 8x8 product suite in order to be a point of escalation with agile solutions
  • Adapt and prioritize the competing demands with the ability to deal with change, including managing daily team resource levels
  • Bachelor's degree in business or relevant subject and proven experience in IT/Comms/UC/Contact/Contact Centre
  • Strong technical skills with a variety of business software tools (CRM, GSuite, SmartSheet, Jira, SalesForce)
  • A high standard of written and spoken English, with great attention to detail, plus the ability to clearly and confidently articulate technical issues to both technical and non-technical audiences
Responsibilities
  • Manage schedule adherence, attendance and resource allocation within the team, ensuring that Service Levels and other KPI's are met
  • Update key stakeholders regarding any issues of operational significance
  • Engage in knowledge sharing activities via programs like Knowledge-Centered Service (KCS) to enhance the team's capabilities and drive adoption in its methodology
  • Work closely with QA team and provide relevant feedback to individuals and responding to customer satisfaction alerts
  • Ensure compliance with external regulations and internal policies and procedures for the team
  • Address customer escalations and when appropriate engage directly with customers to resolve their concerns
  • Effectively build and manage relationships with customers both internally (e.g. Sales) and externally (partners and end-users)
  • Establish, track and report on customer service level agreements to ensure delivery best-in-class support to our customers and Partners
  • You will be the main 'Communicator' in times of Major Service Outages
  • Identify areas of improvement and collaborate with leadership to maximize departmental goals
  • Manage the team's hiring, performance review cycle, and any necessary performance changes
  • Prioritize competing tasks and complete them in a timely manner
  • After hours and weekend on-call support as needed for support activities
8x8

1,001-5,000 employees

Voice over IP
Company mission
8x8's mission is not only to accelerate how businesses work, connect, and communicate but to be thoughtful about the impact they make on their shareholders, customers, their people and the planet.