Tier 1 - Technical Support Engineer

8x8, Inc.

Manila, Philippines
First-line troubleshooting
Ip telephony (voip)
Session initiated protocol (sip)
Provide first-line support to end customers, offering world-class customer experience and top-level technical support for 8x8 products

Job Summary

  • Provide first-line support to end customers, offering world-class customer experience and top-level technical support for 8x8 products.
  • Diagnose and rectify technical problems, own support cases, and empower customers through knowledge base promotion and self-service.
  • Engage customers via phone, chat, web, and email, while working with SLAs and departmental KPIs to resolve issues efficiently.

Matching Summary

Provide first-line support to end customers, offering world-class customer experience and top-level technical support for 8x8 products.

Skills & Requirements

Must-have

  • First-line troubleshooting
  • IP telephony (VoIP)
  • Session Initiated Protocol (SIP)
  • Unified communications
  • Network routers, switches, firewalls
  • Customer service and communication skills
  • Case management tools (Salesforce, Jira)

Nice-to-have

  • Inquisitive mind and problem-solving enjoyment
  • Desire to make a difference
  • Self-learner with analytical skills
  • Ability to think on your feet
  • Team player with a positive attitude

Key Requirements

  • Good written and spoken English
  • Technical knowledge and support experience
  • Competent experience with IP and networking technologies
  • Knowledge of network routers, switches, firewalls
  • Prioritization skills and multitasking capability
  • Experience in a customer-facing role

Work Rights

Not specified

Tailored Resume

Cover Letter