Junior Technical Support Engineer

At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

We are looking for a Technical Support Engineer to take part in the daily operations of our communications platform. 

You will be part of the Customer Support & Operations team, responsible for the technical support and monitoring of our real-time, cloud-based infrastructure. 

This role sits in Cebu, Philippines and reports to the Global Technical Support Manager. Our ideal candidate will have a professional technical support background or come from similar systems administration, NOC or operations roles. You will become part of our 24/7 shift schedule to ensure around the clock, first-class technical support for our customers. 

Responsibilities:

• Provide reactive and proactive customer support to ensure the best quality of service.

• Address customer service desk queries and collaborates with our technical teams on more complex queries.

• Monitor, resolve and escalate cloud infrastructure-related issues.

• Interact with our customers’ and partners’ developers and support teams to resolve service delivery problems.

• Perform daily checks, troubleshooting, and testing to ensure full availability of our APIs and services.

• Work cross-functionally with Engineering, Product, Sales and Procurement teams to improve products and processes. 

Desired Skills & Experience:

• 1-5 years of experience in professional technical support, systems administration, NOC or Operations role.

• Familiar with troubleshooting and resolving QoS (Quality of Service) related issues.

• Experience in supporting SMS, ChatApps, Voice or Video in an Operational environment is an advantage

• Basic SQL and Unix skills will be preferred

• Experience working in a changing and fast-paced environment.

• Excellent judgment to prioritize customer issues based on their urgency and severity.

• The ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation.

• Fluency in English – written and verbal

• A great team player with excellent communication skills.

• Strong analytical, problem solving & multitasking skills.

• Work on own initiative in a dynamic and fast-paced business environment

8x8 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.

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