Senior Enterprise Technical Support Engineer
Senior Enterprise Technical Support Engineer
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$ 81750 - 136250
1 Vacancy
Job Description
8x8 Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industrys most integrated platform for Customer Experiencecombining Contact Center Unified Communications and CPaaS APIs. The 8x8Platform 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 customerfacing team and unify your CX to conquer the complexity.
As an organization we are looking for Team8s who are AIproficient open to innovation and skilled in leveraging AI for efficiency and growth.
Learn more on our company website at www.8x8follow our pages on LinkedIn Twitter Facebook and Instagram.
As an industry leader and SoftwareasaService provider our mission at 8x8 Inc. (NYSE:EGHT) is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice Video Collaboration Contact Center and enterpriseclass API solutions helping businesses across the globe transform their customer and employee experience and empowering workforces worldwide to work smarter.
For additional information visit www.8x8 or follow 8x8 on LinkedIn Twitter and Facebook.
Our mission is to deliver Fast and Engaging customer service to enable our Enterprise Customers to fully utilize the power of 8x8 unified communication solutions. Our methodology is firstclass support. In this role you will get a thrill from proactively seeking out complex issues and finding their resolutions. You will be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.
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 cloudbased technologies that are fast replacing the older technologies. As this is a Support of applications role you will be interested and be able to easily pick up how our products work; then be able to help customers with issues and configuration requirements. The best bit will be: troubleshooting and getting stuck into some challenging problems that you help customers to resolve by being their ambassadors.
Schedule: West Coast/Pacific time zone shifts (not negotiable)
Responsibilities:
- Own and hold yourself accountable for successful Support outcomes to ensure high customer satisfaction and reduced customer effort for our largest customers
- Lead problem management root cause analysis and preventative measure ideation
- Lead complex technical discussions with a variety of groups including software engineers hardware engineers technicians and operators
- Troubleshoot difficult IT problems without SOPs
- Act as escalation point for Jr Team members
- Participate in hiring training and development of others.
- Capture structure reuse and improve knowledge articles within the case resolution workflow according to KnowledgeCentered Service (KCS) methodology
- Liaise and collaborate with engineering teams on escalated cases
- Effectively build and manage partnerships with customers both internally (e.g. Sales) and externally (Partners and endusers)
- Engage the customer through multiple channels like Phone Chat and Web proactively using case management tools like Salesforce and Jira
- Manage third party vendors and suppliers to ensure successful outcomes
- After hours and weekend oncall support as needed for support activities
- Ensure compliance with external regulations and internal policies and procedures
Qualifications
- Accomplished communicator influencer and leader able to work with customers users senior level management sales and peers
- Willingness to accept responsibility and ownership
- Well organized adaptable and a clear thinker
- Thrive in a fast paced sometimes hectic high pressure environment
- Ability to diffuse hostile situation
- At minimum of 510 years customer service related experience.
- Previously worked for a technology vendor SaaS or software company.
- Ability to effectively operate in very dynamic and sometimes ambiguous situations
- Ability to logically break down and prioritize complex (often technical) problems to enable resolution in an objective manner
- Ability to juggle multiple simultaneous high pressure situations and tasks
- Knowledge of UC business previous SaaS experience
- Expert technical knowledge and technical support with a strong customer focus or related experience
- Expert knowledge and experience with IP and networking technologies. Knowledge of IP telephony (VoIP) Session Initiated Protocol (SIP) unified communications call center solutions UCaaS CCaaS CPaaS
- Expert 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 to both technical and non technical audiences.
- Enthusiastic SelfLearner with good analytical and problemsolving skills with the ability to think on your feet
- Prioritization skills and capability to make high impact decisions while multitasking
- Bachelors degree in a technical field and/or comparable industry certifications and experience
The compensation range reflects the Companys good faith belief at the time of posting. 8x8 has different base pay ranges for different work locations within the United States which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role; the applicable base pay range will depend on what ultimately is determined to be the candidates primary work location. Further individual base pay depends on various factors in addition to primary work location such as complexity and responsibility of role job duties/requirements and relevant experience knowledge success education and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time. Certain roles are eligible for additional rewards including discretionary merit increases bonus and/or stock. Certain roles have the opportunity to earn sales variable compensation incentives based on the terms of the plan and the employees role.
Salary Ranges:
$81750.00 $136250.008x8 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 EVerify program.
View the Participant Poster in English and Espaol.
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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.
Required Experience:
Senior IC
Employment Type
Full-Time
