Location: hybrid (2x WFH, 3x in the office - Aylesbury, Buckinghamshire)

• 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 customer’s issue or redirecting/escalating to the correct tier within the organization. Customer experience is key and therefore being able to work with SLAs and keeping departmental and personal KPIs in mind is imperative.

• 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

• Provide configuration review, troubleshooting, fault isolation and root cause analysis for technical issues, using screen-sharing technology. 

• 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

• Log and escalate calls with third parties where required, ensuring communication back to the customer

• Manage third-party vendors and suppliers

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

• An essential requirement is an inquisitive mind and an enjoyment of problem-solving. We are

looking for curiosity, coupled with a desire to make a difference:

• Good written and spoken English, with advanced attention to detail

• 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.

• Enthusiastic Self-Learner with good analytical and problem-solving skills, with the ability to

think on your feet

• 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

• Experience providing support in a customer-facing role

• Team player with a positive attitude

09:00-17:30 GMT Mon-Fri

For a closer look into what life at 8x8 UK Ltd. is about check out our Instagram page.