Senior Technical Support Engineer – Fixed Term

8x8

. Serve as the first point of contact for customers .

Posted 11/10/2026full-timeCluj • RomaniaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Support and Technical Support, leveraging AI-enabled tools for enhanced problem-solving and collaboration. Proficient in managing customer interactions through various channels while maintaining detailed records and knowledge management.

Highest-signal resume keywords

Customer Support ExperienceSalesforce Service CloudVoIP TechnologiesExceptional Communication SkillsAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportProblem-SolvingCase ManagementKnowledge Base ManagementData Recording

Soft Skills

AdaptabilityPrioritizationMultitasking

Tools & Technologies

AI-Enabled ToolsTicketing SystemsClient Environments

Industry Keywords

TelecommunicationsNetworkingIP Telephony

Tech Stack

Tools & technologies

CloudVoIP

About the role

Key responsibilities & impact

Serve as the first point of contact for customers
Respond to customer requests via phone, web chat, email, and ticketing systems
Log customer requests and interactions in the ticketing system
Determine the most effective way to manage each request
Keep customers regularly updated by email or phone until issues are resolved
Troubleshoot problems and resolve issues on first contact wherever possible
Identify and escalate priority issues to a supervisor
Maintain accurate and complete recorded data
Operate changes and requests in client environments
Conduct screen-sharing sessions to help customers set up and operate services
Capture, structure, reuse, and improve knowledge articles
Promote use of the 8x8 Knowledge Base and self-service
Continuously develop knowledge of 8x8 products, services, and processes

Requirements

What you’ll need

Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration
Proven experience in Customer Support or Technical Support role
Previous experience with Salesforce Service Cloud or similar CRM systems, Knowledge Base systems, and Customer portals for case management
Basic understanding of VoIP technologies, networking and telecommunications, and IP telephony
Exceptional communication skills, adapting interactions to non-technical and technical customers
Ability to adhere to processes and procedures with attention to detail
Prioritization skills and ability to make high-impact decisions while multitasking
Ability to work a rotating schedule of 9:00–18:00 or 8:00–17:00 EET aligned with Romanian and UK business hours
Willingness to undergo background checks if an employment offer is extended

Benefits

Comp & perks

Equal opportunities employer
Rotating schedule aligned with Romanian and UK business hours
Opportunity to develop cloud-based technology skills
Fixed-term employment contract