Tier 1 Technical Support Engineer

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

As a Tier 1 Technical Support Engineer you will be First-line support to the company’s end customers. This is a great opportunity for a driven individual to learn a lot within a tech-growing company, and use and improve their current level of skill and experience Tier 1 in an Advanced Technical Support environment. This will be accomplished by providing a differentiated, world-class customer experience and top-level technical support for our product, from first-level troubleshooting to training to enable self-service.

Customers request assistance via many channels including phone, email, and customers portal.

You have a passion for solving problems and helping our customers. You must be able to quickly get to the root of customer problems by gathering all the necessary information, investigating and either resolving the customers issue or redirecting/escalating to the correct tier within the organization.

• Engage the customer through multiple channels like Phone, Chat, Web, and Email proactively, using case management tools like Salesforce and Jira
• Diagnose and rectify technical problems and queries following first-line fix criteria and where possible resolving at the first call
• Own support cases, making sure to record, track, and resolve each issue accurately, efficiently, proactively, and with completeness
• Empowering customers by promoting a Knowledge base and self-service
• Set up new users' accounts and profiles working alongside internal teams
• Work with senior engineers on escalated tickets
• Capture, structure, reuse, and improve knowledge articles within the case resolution workflow according to the knowledge-centred Service (KCS) methodology

• Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration
• Good technical knowledge and technical support with a strong customer focus or related experience
• Competent experience with IP and networking technologies
• Knowledge of IP telephony (VoIP), Session Initiated Protocol (SIP), and unified communications
• Basic knowledge of network routers, switches, firewalls, systems and tools, and the ability to independently debug broad, complex Local Area Networks (LAN) and Wide Area Networks (WAN)
• Exceptional customer service and confident communication skills, customizing your interaction with both technical and non-technical audiences
• Prioritization skills and capability to make high-impact decisions while multitasking
• Flex and take on ad hoc projects and cases to challenge growth and learning

This role is hybrid, with 3 days per week required on-site at our Aylesbury, UK office.

Working hours:

9:00–17:30, Monday to Friday.

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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