8X8 INC Customer Support Manager Salary in the United States

8x8, Inc. (NYSE:EGHT) communication solutions help businesses transform their customer and employee experience.  With one system of engagement for cloud voice, video, collaboration and contact center and one system of intelligence on one cloud communications platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter, and Facebook. The Customer Support Manager manages the support staff and is responsible for ensuring high-quality support to our customers and is responsible for the efficient management of a diverse team. This position requires exceptional skills in attention to detail, problem-solving, communication, innovation and leadership to be the world-class support organization.       Job Duties   ·         Manages personnel activities of staff (i.e., hires, trains, rewards, motivates, disciplines, recommends termination as necessary).   ·         Provides the highest levels of job satisfaction by helping every team member understand job expectations, responsibilities and company and department goals.   ·         Partnering with other parts of the organization such as Engineering, Sales, Product and Professional Services on the product, process improvements based on information gathered from customer support experiences.   ·         Establishing, tracking and reporting on customer service level agreements to ensure delivery best-in-class support to our customers and Partners.   ·         Responsible for performance planning, appraisals and assisting in career development activities for their team.   ·         Supervises and coordinates the daily activities of the support staff.   ·         Shares responsibility for staff training and development.   ·         Assists in administering company policies, procedures, functions, and activities of the Viewpoint Support Department.   ·         Assists staff with difficult and complex applications, systems, and technical calls.   ·         Responsible for the support call queue, ensuring calls are handled efficiently and accurately.   ·         Shares responsibility for scheduling, call monitoring and handles escalated customer calls.   ·         Reviews closed calls, works with staff to correct errors and/or add additional information.       Competencies   ·         Problem Solving/Decision Making: Effectively develops and uses a systematic approach to analyze and solve problems. Acts proactively to anticipate risk and seeks to mitigate them before they occur.   ·         Adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays, or unexpected events.   ·         Handles confidential and sensitive information and records with a high degree of discretion, diligence, and good judgment.   ·         Strong customer-service orientation and commitment to ensuring timely, quality solutions to customer issues.   ·         Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.   ·         Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information.   ·         Uses ethical principles to guide decisions and actions; demonstrates honesty and integrity in managing people and resources; and treats others with respect, fairness, and concern for their welfare.   ·         Well-organized, self-directed team player. Remains open to others' ideas, and exhibits a willingness to try new things.   ·         Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, customers, vendors, and others.   ·         Consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.   ·         Ability to work with tight schedules and fast-paced environment.       Required Skills And Qualifications   ·         Bachelor's degree in business or software engineering and a minimum of seven years of relevant experience in software support with at least one year at the management level or any equivalent combination of education and experience.   ·         Excellent management skills with the ability to effectively direct the company's support operations.   ·         High knowledge and previous experience in customer support.   ·         Strong technical skills with a variety of business software tools including MS Office applications.   ·         Strong Oral and Written communication skills.   ·         Experience in hiring and developing teams for enterprise-level technical support.   ·         Experience working with Platform teams, CloudOps and SQL Admin teams.   ·         Managed Remote teams.   ·         Strong experience in managing highly technical resources.   ·         Has worked for a company that has SaaS products and cloud implementations.   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. For 8x8 jobs located in the US: 8x8 participates in the E-Verify program. View the Participant Poster in English | Español. View the Right to Work Poster in English | Español. We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws.  Learn more or email us at careers@8x8.com (Include “Reasonable Accommodation” in the subject line) For European Job Applicants our Job Applicant Privacy Notice can be found here.