At a Glance
- Tasks: Provide first-line technical support and solve customer issues across multiple channels.
- Company: Join a dynamic tech company focused on empowering customer experience leaders.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with chances to learn from senior engineers.
- Why this job: Kickstart your tech career while making a real difference for customers.
- Qualifications: Experience with technical support and a passion for problem-solving.
The predicted salary is between 25000 - 35000 £ 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 Engineer, you will be first-line support to the company’s end customers. This is a great opportunity for a driven individual to learn a lot within a tech-growing company and use and improve their current level of skill and experience in an Advanced Technical Support environment.
This will be accomplished by providing a differentiated, world-class customer experience and top-level technical support for our product, from first-level troubleshooting to training to enable self-service. Customers request assistance via many channels including phone, email, and customer portal. You have a passion for solving problems and helping our customers. You must be able to quickly get to the root of customer problems by gathering all the necessary information, investigating, and either resolving the customer's issue or redirecting/escalating to the correct tier within the organization.
Responsibilities:
- Engage the customer through multiple channels like Phone, Chat, Web, and Email proactively, using case management tools like Salesforce and Jira.
- Diagnose and rectify technical problems and queries following first-line fix criteria and where possible resolving at the first call.
- Own support cases, making sure to record, track, and resolve each issue accurately, efficiently, proactively, and with completeness.
- 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.
- Capture, structure, reuse, and improve knowledge articles within the case resolution workflow according to the knowledge-centred Service (KCS) methodology.
Qualifications:
- Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.
- Good technical knowledge and technical support with a strong customer focus or related experience.
- Competent experience with IP and networking technologies.
- Knowledge of IP telephony (VoIP), Session Initiated Protocol (SIP), and unified communications.
- Basic knowledge of network routers, switches, firewalls, systems and tools, and the ability to independently debug broad, complex Local Area Networks (LAN) and Wide Area Networks (WAN).
- Exceptional customer service and confident communication skills, customizing your interaction with both technical and non-technical audiences.
- 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.
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.
Tier 1 Technical Support Engineer in Aylesbury employer: Francisco Partners
At 8x8, we pride ourselves on fostering a dynamic and inclusive work environment that empowers our employees to thrive. As a Tier 1 Technical Support Engineer in our Aylesbury office, you will benefit from a hybrid work model, comprehensive training, and opportunities for professional growth within a rapidly evolving tech landscape. Join us to be part of a collaborative team dedicated to delivering exceptional customer experiences while enhancing your technical skills and career trajectory.
StudySmarter Expert Advice🤫
We think this is how you could land Tier 1 Technical Support Engineer in Aylesbury
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like Francisco Partners value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like Francisco Partners a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with Francisco Partners!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like Francisco Partners.
We think you need these skills to ace Tier 1 Technical Support Engineer in Aylesbury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for Francisco Partners!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at Francisco Partners
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
