At a Glance
- Tasks: Provide first-line support to customers via phone, chat, and email.
- Company: Join a fast-moving tech company that empowers global communication.
- Benefits: Hybrid work model, competitive salary, and opportunities for growth.
- Other info: Dynamic team environment with a focus on learning and development.
- Why this job: Perfect for problem solvers who want to make a real impact.
- Qualifications: Curiosity, customer service experience, and good communication skills.
The predicted salary is between 25650 - 31350 £ per year.
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.
Responsibilities:
- 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.
- Empower customers by promoting a Knowledge base and self-service.
- Set up new users' accounts and profiles working alongside internal teams.
- Work with senior engineers on escalated tickets.
- Log and escalate 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.
Skills & Experiences Required:
- 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 on ad hoc projects and cases to challenge growth and learning.
- Experience providing support in a customer-facing role.
- An interest in AI tools and a willingness to adopt and work alongside AI-powered solutions as part of your day-to-day workflow.
- Team player with a positive attitude.
This role is hybrid, with 3 days per week required on-site at our Aylesbury, UK office. Working hours: 9:00–17:30, Monday to Friday.
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.
Tier 1 Technical Support Associate employer: 8x8
At 8x8 UK Ltd., we pride ourselves on fostering a dynamic and innovative work culture that empowers our employees to excel in their roles. As a Senior Product Manager, you will have access to cutting-edge technology and the opportunity to shape AI-driven digital channels, all while enjoying a supportive environment that prioritises professional growth and collaboration. Located in the heart of the UK, we offer competitive benefits and a commitment to work-life balance, making us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Tier 1 Technical Support Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 8x8. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 8x8 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Tier 1 Technical Support Associate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 8x8:Your cover letter is your chance to shine! Tell us why you want to work at 8x8 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 8x8!
How to prepare for a job interview at 8x8
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
