Senior Technical Support Engineer II

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Written by AI from the job title and company, not by 8x8, so some details may not match this job. The employer's own page has the real description.

Overview

The Senior Technical Support Engineer II at 8x8 plays a crucial role in ensuring customer satisfaction by providing expert-level support for our cloud-based communication solutions. This position entails troubleshooting complex technical issues, guiding customers through problem resolution processes, and collaborating with cross-functional teams to enhance product performance. The ideal candidate will leverage their technical skills and customer service acumen to resolve issues efficiently while contributing to knowledge management and continuous improvement initiatives.

Job Responsibilities

• Provide advanced technical support for software and hardware issues related to 8x8 products.
• Diagnose and resolve customer inquiries via various communication channels, including phone, email, and chat.
• Work collaboratively with engineering and product teams to address and escalate product bugs and improvement requests.
• Document customer interactions accurately within internal systems and contribute to the knowledge base.
• Conduct training sessions and create instructional material for both customers and internal staff.
• Participate in continuous improvement initiatives to enhance support processes and customer experience.
• Lead complex technical projects aimed at improving product functionality and customer satisfaction.

Qualifications

• Bachelor's degree in Computer Science or a related field, or equivalent experience.
• Minimum of 5 years of experience in technical support or related role, preferably in a SaaS environment.
• Strong technical knowledge of VoIP, networking protocols, and cloud-based technologies.
• Exceptional problem-solving skills with a proven ability to handle high-pressure situations.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Experience with customer relationship management (CRM) software and ticketing systems.
• Certification in relevant technologies (e.g., CCNA, A+, etc.) is a plus.

Technologies & Tools

The Senior Technical Support Engineer II will utilize a range of technologies and tools to perform their duties, including but not limited to VoIP telephony systems, networking equipment, CRM software (such as Salesforce), ticketing systems (such as JIRA), and remote support tools (such as TeamViewer and Zoom). Familiarity with cloud infrastructure and monitoring tools is also beneficial for diagnosing customer issues effectively.

Ideal Candidates

Ideal candidates for the Senior Technical Support Engineer II position will exhibit a strong blend of technical expertise and customer service excellence. They should demonstrate a proactive attitude towards problem-solving, possess an innate curiosity driven by a desire to learn and improve, and showcase the ability to communicate complex technical concepts in an accessible manner. Additionally, they should thrive in a collaborative environment, valuing teamwork and contributing positively to the collective success of the organization.