Enterprise Technical Support Agent

About 8x8, Inc.

8x8 (Nasdaq: EGHT) was selected by Forbes as the 10th best performing stock, 8x8 ranked No. 10 on the Forbes list of 20 Fast Growing Tech Stars. Additionally Forbes selected 8x8 the 23rd best small company based on Growth and Financial Performance, 8x8 Ranks 23rd on Top 100 List and 10th on List of Fast Growing Tech Stars.

8x8 is the one connection businesses need to experience the unique capabilities of advanced VoIP communications. We offer voice, video, mobile and unified communications solutions for small-to medium businesses and distributed enterprises. Our business services integrate advanced phone services, contact center solutions, web conferencing, powerful online productivity tools and flexible service plans. 8x8 services are affordable as well as easy to setup and use.

8x8 is seeking experienced technical support professionals to assist our enterprise level business customers with our award winning hosted PBX, VOIP, Contact Center, SIP, and Hosting services. Your computer networking and telecommunications experience, advanced problem solving skills, and an ability to build strong customer relationships, will help 8x8 expand our industry share of hosted unified communications for business customers.

Job Description

You will be responsible for strategic direction for the delivery of enterprise-level support activities for 8x8 products for assigned and shared customers. Includes handling Tier1 escalations associated with accounts, performing remote phone system configuration, troubleshooting quality of service, as well as connectivity and performance issues. The ideal candidate will have experience in developing trusted relationships with technical personnel and executives to provide a personalized level of customer support.

• Knowledge and troubleshooting proficiency of

o Unified Communications, VOIP, and SIP technologies

o Cloud computing technologies and concepts

o Network routers, switches, systems and tools

Responsibilities

Resolve technical issues associated with 8x8’s hosted communications products via phone and e-mail; Maintain trusted relationships with assigned customers to meet all of their technical and account management expectations and needs; Be a liaison between customers and technical support, product development, sales and field service to identify opportunities for support delivery improvements, cost reduction and value-add to enterprise customers.; Meet or exceed customer satisfaction and productivity metrics.; Occasional travel may be required.

Requirements

2+ years supporting enterprise level, mission critical network environments; 2+ years of providing technical support to enterprise level customers; Bachelor’s degree in a technical field and/or comparable industry certifications and experience; Strong organizational and time management skills; Excellent verbal and written communication skills; Team player with positive attitude