8X8 INC Technical Support Associate Salary in the United States

As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. (NYSE:EGHT) is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter, and Facebook. About the Role:  Our mission is to deliver Fast, and Engaging customer service, to enable our customers to fully utilize the power of 8x8 unified communication solutions. Our methodology is first-class support.  In this role, you will get a thrill from proactively seeking out complex issues and finding their resolutions. You will be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future.    This is an interesting and varied role in a company that has massive Global growth visions and for some it is a perfect steppingstone into cloud based technologies which are fast replacing the older technologies. As this is a Support of applications role you will be interested and be able to easily pick up how our products work; then be able to help customers with issues and configuration requirements. The best bit will be; troubleshooting and getting stuck into some challenging problems that you help customers to resolve by being their ambassadors.   Responsibilities: •Provide exceptional customer experience for internal and external customers via phone, web, screen sharing, chat with external and internal departments.  •Develop knowledge of 8x8 proprietary software and product offerings to learn technical and non-technical troubleshooting and support skills. •Handle and deliver customer change requests by logging all customer contact on internal systems to completion. •Troubleshoot and resolving customer issues and efficiently escalating as and when appropriate •Process additional orders of service for customers  •Drive best practices for customers by promoting Knowledge Base and self service  •Capture, structure, reuse, and improve knowledge articles within the case resolution workflow according to Knowledge-Centered Service (KCS) methodology •Resolve customers’ requests first interaction wherever possible  Qualifications: An essential requirement is an inquisitive mind and an enjoyment of problem solving. We are looking for curiosity, coupled with a desire and ability to make a difference: •A high standard of written and spoken English, with advanced attention to detail •Basic technical proficiency consumer or professional networking fundamentals and PC concepts -loves fixing anything from toasters to routers •Own and manage customers’ requests through their lifecycle to ensure timely completion and log comprehensive documentation in ticketing systems •Remain calm under pressure or handling difficult customers, customizing your interaction to the individual customer personalities and contexts; working to tight deadlines and ability to prioritize •Experience in high pressured environments to anticipate, troubleshoot and resolve problem •Logical approach with ability to handle complex problems •Flex and take on ad hoc projects and cases to challenge growth and learning  •Self-motivated - uses Knowledge Base to clarify customers’ requests •Team player with 'can do' attitude, enthusiastic and a great attitude towards technical learning  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.