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Customer Care Support Representative – Premium Support

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8x8

Jan 13

  • Job
    Full-time
    Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Manila
  • Quick Apply

AI generated summary

  • You need 3+ years in customer support, excellent English skills, knowledge of helpdesk systems, strong interpersonal skills, and must work in-office five days a week.
  • You will manage support interactions, resolve issues on first contact, liaise with teams, escalate priority issues, log feature requests, ensure compliance, and build customer relationships.

Requirements

  • 3+ years of Customer Support experience (preferably enterprise support)
  • Excellent written and spoken English.
  • Proficient in a customer facing role
  • Good understanding of helpdesk ticketing and and knowledge management systems
  • Ability to adhere to processes and procedures
  • Interpersonal skills and character to build trust and maintain credibility
  • Return to work (post pandemic) and work all 5 days in a week from office.

Responsibilities

  • Manage all support interactions across 12*7 and record all information in SFDC
  • Focus on resolving the issues and requests during the first contact with the client
  • Liaise with other 8x8 teams and third parties to facilitate resolution in line with existing process and procedures
  • Identify and escalate priority issues or exceptions to the designated point of contact
  • Capture and log product feature requests and submit them for review by the appropriate product teams
  • Ensure compliance with external regulations and internal policies and procedures
  • Meet individual and organization objectives in line with the agreed KPIs
  • Effectively build and manage relationships with customers both internally (e.g., Sales) and externally (resellers and end users)
  • Return to work (post pandemic) and work all 5 days in a week from office.

FAQs

What is the primary role of a Customer Care Support Representative at 8x8?

The primary role is to be the main point of contact for customers, addressing various issues and requests related to 8x8's communications and contact center solutions via phone, email, and chat.

What kind of training will I receive for this position?

You will undergo a six-week training program covering product specifics from user experience to configuration, analytics, and backend troubleshooting.

What are the working hours for this position?

The position requires support coverage for 12 hours a day, 7 days a week.

Is there a focus on resolving issues during the first contact?

Yes, the goal is to resolve issues and requests during the first contact with the client, emphasizing efficiency and customer satisfaction.

Will I be required to work from the office?

Yes, you will need to return to work from the office post-pandemic and work all five days of the week.

What qualifications are required for this position?

At least 3 years of customer support experience (preferably in enterprise support), excellent written and spoken English, proficiency in a customer-facing role, and good understanding of helpdesk ticketing systems.

Are there opportunities for career advancement within 8x8?

While the job description does not specify, 8x8 generally advocates for employee growth, and opportunities for advancement may exist based on performance and available positions.

What is the company policy on equal employment opportunities?

8x8 is proud to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics.

Is there a specific process for handling product feature requests?

Yes, you are expected to capture and log product feature requests and submit them for review by the appropriate product teams.

What types of skills are essential for this position?

Essential skills include strong interpersonal abilities, adherence to processes and procedures, and the capability to build trust and maintain credibility with customers.

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8x8

One platform. Every communications experience

Consulting
Industry
1001-5000
Employees
1987
Founded Year

Mission & Purpose

8x8 is a leading provider of cloud-based communication solutions, offering voice, video, chat, contact centre, and enterprise-class API services. Their solutions help businesses improve their communication, collaboration, and customer engagement by providing a unified, seamless platform accessible from anywhere. 8x8’s ultimate mission is to empower organisations of all sizes with reliable, scalable, and secure communication tools that drive productivity and foster stronger relationships with customers. Their purpose is to simplify and enhance business communication, enabling teams to connect efficiently and deliver excellent service across the globe.