Tier 1 Technical Support Associate

Tier 1 Technical Support Associate

Customer Support Group UK-Aylesbury Office

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
Associate you will offer first-line support to the company's end customers across a broad range of queries, including billing, order management, Professional Services scoping, and technical issues. This is a great opportunity for a driven, curious individual to grow within a fast-moving technology company, continuously building on their skills and experience. This will be accomplished by delivering a differentiated, world-class customer experience, from first-contact query resolution to training and enabling customer self-service.

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

You have a passion for solving problems and delivering outstanding customer experiences. You will handle a variety of query types and customers — from those highly familiar with our products to those who are entirely new — and you must be able to adapt both your approach and your language to suit each individual. You must be able to quickly get to the root of a customer issue by gathering the necessary information, then either resolving it or routing it accurately within the organisation.

Working within SLAs and keeping departmental and personal KPIs in mind is essential.

• Engage the customer through multiple channels like Phone, Chat, Web, and Email proactively, using case management tools like Salesforce and Jira
• Handle a wide range of customer queries — including billing, order management, Professional Services scoping, and technical issues — following first-contact resolution principles wherever possible
• Own support cases, making sure to record, track, and resolve each issue accurately, efficiently, proactively, and with completeness
• Provide configuration review, troubleshooting, fault isolation and root cause analysis for technical issues, using screen-sharing technology.
• Adapt your communication style and approach to each customer, adjusting language and tone to match their level of familiarity with our products and ensuring every interaction is clear, confident, and appropriate to the individual

Empowerwering customers by promoting a Knowledge base and self-service

• Set up new users' accounts and profiles workin,g working alongside internal teams
• Work with senior engineers on escalated tickets
• Log and escalated calls with third parties where required, ensuring communication back to the customer
• Manage third-party vendors and suppliers
• Capture, structure, reuse, and improve knowledge articles within the case resolution workflow according to the knowledge-centred Service (KCS) methodology

• An essential requirement is an inquisitive mind and an enjoyment of problem-solving. We are looking for curiosity, coupled with a desire to make a difference:
• Good written and spoken English, with advanced attention to detail
• A good foundation of basic troubleshooting knowledge and customer support experience, with a genuine customer-first mindset
• Awareness of IP telephony (VoIP) and unified communications
• Exceptional customer service skills and the ability to tailor your communication style to suit customers with varying degrees of product knowledge, from first-time users to technical professionals
• A driven, enthusiastic self-learner with strong analytical and problem-solving skills and the ability to think on your feet and adapt quickly as topics and priorities shift
• Prioritization skills and capability to make high-impact decisions while multitasking
• Flex and take…