Service Manager/Incident Manager

8x8, Inc.
Full Time
Posted 30+ hari yang lalu
Job description
As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. (NYSE:EGHT) is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.

For additional information, visit, or follow 8x8 on LinkedIn, Twitter, and Facebook.
We are looking for a detail-oriented Service Manager. You will be the go-to person for customer queries & escalations, providing the highest level of customer service, developing lasting customer relationships while managing the interaction with the technical support team and different team members across departments. To be successful in this role, you should provide a strong customer-facing attitude as well as excellent technical skills in the telecom industry. You should also have the ability to develop and maintain a strong relationship with our customers and providers.

Main Responsibilities:

  • Handling customer complaints or concerns quickly and professionally to maintain good customer relationships.
  • Run regular service reviews with our top customers and operation team.
  • Monitoring and managing service improvement plan to ensure good customer satisfaction
  • Be the main customer point of contact during incidents, and able to manage various tasks and teams to successfully manage customer expectations during outages.
  • Keep track of incidents and customer escalation to put in place improvement plan with the right technical team (Operation, Customer Support, or Engineering)
  • Develop procedures and policies in cooperation with technical teams to improve service quality Responsible for the customer communication prior, during, and after an outage (Outage notification, RCA)
  • Work closely with product and engineering team to provide technical and product information to our customers
  • Act as a mentor and provide guidance to customer service team members for customer communication

Desired Skills and Experience:

  • More than 2 years experience as a Service Manager or Incident Manager.
  • Knowledge in SQL queries, SMS technology, HTTP, API, SMPP, SIP, Jitsi, and telco exposure
  • Strong industry background (Telecom, Network, SMS, Audio/Video), preferably has experience working in multinational companies
  • Strong knowledge in customer presentation and reporting (Power BI or Mode Report)
  • Must be an excellent communicator and speaker, both, in written interactions and face to face customer service interaction
  • Ability to work under pressure and make real-time decisions.
  • Service Level Agreement (SLA) knowledge to guarantee proper and professional support.
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.
For 8x8 jobs located in the US: 8x8 participates in the E-Verify program. View the Participant Poster in English | Español. View the Right to Work Poster in English | Español.
We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at [email protected] (Include “ Reasonable Accommodation ” in the subject line)
For European Job Applicants our Job Applicant Privacy Notice can be found
here .

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