Junior Technical Support Engineer (CPaaS)

 8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform 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 customer-facing team and unify your CX to conquer the complexity.  

As an organization, we are looking for Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth.

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

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