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Senior Technical Support Engineer (RO-Remote)
Posted on 4/12/2022
INACTIVE
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
Salesforce
Requirements
  • Proven experience in Customer Support or Technical Support role
  • Bachelor's Degree in a technical field or equivalent experience
  • 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
  • Good ability to identify and apply documented solutions and fixes
  • Enthusiastic and a great attitude towards learning
  • Excellent written and spoken English language skills
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
8x8

1,001-5,000 employees

Voice over IP
Company Overview
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.