Tier 2 Technical Support Engineer
RingCentral
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It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.
RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.
To succeed in this role you must have experience in:
Diagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain stable integrated UC platform.
Provides Enterprise level technical support to all Enterprise customers
Troubleshoots and reproduces customer technical issues to resolution and/or escalates
Applies expert knowledge of RingCentral services and VOIP technology
Responsible for training customer administration of RingCentral platform
Answers complex technical questions and offers workarounds for customer networks
Provides quick and accurate handling of support interactions – phone, screen sharing and email
Follows up with customers, ensuring customer is up to date and satisfied with resolution
Responds promptly to escalations while keeping detailed case notes
Manages customer expectations and experience to deliver high customer satisfaction and increase retention
Regularly achieves and exceeds service level agreements and quality customer satisfaction targets
Remain current on software defect and upgrades
Manage escalated issues and collaborate with other internal departments to expedite resolution
Help develop and maintain customer facing and internal help articles
Desired Qualifications:
Bachelor’s degree in business related field preferred
2+ years experience in customer focused/customer experience role
Strong technical troubleshooting skills, perseverance and patience
Experienced in VOIP technology including SIP, RTP, QoS, COS, codecs
Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc.
Networking, IT or telecommunications certification is a plus – Network + or equivalent is desirable.
Experience supporting telecommunications, networking or Software-as-a-Service products
Experience supporting contact center technologies
Ability to work efficiently in a highly demanding team-oriented and fast paced environment
Ability to communicate and empathize with all levels of customers – executives, end users, developers
Self-motivated with the ability to dive right in, be effective and make a difference
What we offer:
Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
401K match and ESPP
Paid time off and paid sick leave
Wellness programs including 1:1 coaching and meditation guidance
Paid parental and pregnancy leave and new parent gift boxes
Family-forming benefits (IVF, Preservation, Adoption etc.)
Emergency backup care (Child/Adult/Pets)
Pet insurance and Pet Telehealth
Employee Assistance Program (EAP) with counseling sessions available 24/7
Free legal services that provide legal advice, document creation and estate planning
Employee bonus referral program
Student loan refinancing assistance
Employee perks and discounts program
RingCentral’s Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As our customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.
RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.
RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.
If you are hired in Colorado, the compensation range for this position is between $39,000.00 and $57,000.00 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.
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This job is no longer accepting applications
See open jobs at RingCentral.See open jobs similar to "Tier 2 Technical Support Engineer" Khosla Ventures.