Subject Matter Expert T1 Technical Support
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
8x8 connects our customers and teams globally empowering CX leaders with performance and insights to make smarter decisions delight customers and drive lasting business impact.
We are seeking a Subject Matter Expert (SME) - Technical Support within the 8x8 to serve as the technical authority across our platforms. This role provides deep expertise in call flows network behaviour and telephony infrastructure supporting complex escalations and driving root-cause resolution across support.
The ideal candidate combines advanced technical knowledge with the ability to translate complex concepts into clear actionable guidance playing a critical role in service reliability and customer experience.
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
Partners cross-functionally with Product Sales Engineering and Operations to improve support performance reduce recurring issues and influence strategic enhancements
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
Provide support to Leads and Managers to coach relevant knowledge to T1 Support Engineers
Qualifications
Proven experience in Customer Support or Technical Support role
Customer First mindset
Strong understanding of VoIP technologies networking and telecommunications IP telephony
Proven experience leveraging AI-enabled tools to enhance efficiency problem-solving and collaboration.
Experience in providing coaching and delivering constructive feedback to team members
Previous experience with Salesforce Service Cloud or similar CRM systems Knowledge Base systems and Customer portals for case management
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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Key Skills
- Databases
- System Design
- Cybersecurity
- System Architecture
- Intelligence Experience
- Military Experience
- Requirements Gathering
- Joint Operations
- Curriculum Development
- DoD Experience
- FISMA
- Ant
About Company
The 8x8 unified platform for contact center, business phone, video, chat, and APIs helps companies of any size deliver differentiated customer experiences.
