Tier 2 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.

The Tier 2 Technical Support Engineer role is a combination of customer service and technical ability. This role is a customer facing role, via phone and email, with a strong emphasis on accurate, comprehensive communication. This role is dedicated to addressing customer product issues while providing a painless experience. The candidate for this role will drive customer satisfaction with a combination of product knowledge and customer engagement.

Responsibilities:

• Work directly with customers through phone, email, and case management system to resolve problems and fulfill requests

  • Work directly with customers through phone:

    • They will ask questions about the customer’s environment and what they are experiencing. This information will guide the troubleshooting process and help resolve issues. They will also guide customers over the phone to assist in resolving issues, often by working with them to update devices or software settings

  • Work directly with customers through email

    • Some customers prefer to be contacted via email; in these instances, engineers will use their written communication skills to walk through the same kinds of issues via emails back and forth. These emails include investigation status updates where we explain the process we’ve gone through so far and what still needs to be done. It also includes emails with instructions for the customer to follow. It may also include post-case follow up emails to make sure things are working as expected or chaser emails when we require more information from the customer and haven’t heard back from them. Each of these emails would be custom written for that specific scenario and customer since our product line is wide ranging and very custom.

  • Case management system

    • All customer interactions are documented in our case management system for reference by other engineers and quality assurance. This also requires written communication skills. All email communication is stored here along with logs from every call and any internal notes on steps taken.

• Have a calm, patient attitude to listen to problems and perform research while driving a reported issue towards resolution

  • Customers often call in with urgent issues with major impacts to their business. Engineers need to be able to deal with high pressure situations and still communicate calmly and clearly to our customers. When a customer has all the phones unavailable at their business we need to work with them and address their emotions as well as resolve their issues.

• Take ownership of overall customer satisfaction, recognize high priority situations and take appropriate escalation action

  • Ultimately we are in customer satisfaction and are providing a service to our customers. The Support team is a public facing facet of the company and we interact directly with our customers on a regular basis. Our interactions with customers determine their overall satisfaction. Employees need to be able to recognize customer’s expectations and meet them through proper communication and diligent work.

• Manage multiple issues in parallel, taking responsibility for meeting SLAs and updating customers

  • Engineers are frequently working separate issues and need to be able to balance the priorities between them. They also need to be in contact with all of those customers on a regular basis so they know we are working to address their issues. 

• Troubleshoot, replicate, and investigate application (Windows/OS X, iOS/Android), network, handset, and end-user issues

• Document and escalate more complex issues to higher level technical teams

  • When a complex issue arises, it is up to our engineers to make notes of every step they have taken to investigate along the way. Note call examples, devices cloned, and all the logs that have been read. Once all steps and documentation has been provided next steps need to be provided before partnering with higher level technical teams to hand the issue over. 

• Maintain knowledge on related industry protocols (SIP, HTTP/HTTPS, SSH, TELNET, UDP/TCP)

• Acquire and maintain expertise on the 8x8 platform

• Actively contribute to our customer facing knowledge base with procedural instructions enabling customer self-service

  • Our customers are able to self-service much of what they need to do on a regular basis. Engineers are expected to update customer-facing documentation detailing the steps taken for each desired outcome. These include simple step-by-step guides and full detailed articles explaining communications concepts.

• Take part in an on-call rotation to address high customer impact issues during off-hours

• Monitor multiple channels of input (email, chat, phone) to enable effective internal collaboration with colleagues

  • In addition to customer communications the role is very collaborative. It is expected that our engineers participate in the group chat as well as be up to date with team communications shared via email.

Qualifications - Required:

• University Degree: either BS or BA, preferably in a technical related field

• Familiarity with command line

• Customer Service related experience

• Ability to effectively prioritize and manage an evolving workload 

• Ability to communicate verbally and in writing with customers in a professional and friendly manner

• Good organizational & analytical skills, ability to plan and track tasks to satisfy agreed upon timelines

• Strong verbal communication skills and fluency in English 

Qualifications - Preferred:

• Familiarity with Linux/Unix

• Network Certifications (e.g. CompTIA Network+, CCNA, etc)

• Fluency in languages other than English

Work Schedule & Location

• Shift: US Business Hours

• Setup: Onsite

• Location: BGC, Taguig City

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