People Matter

Technical Support Specialist (Night Shift)



IT, Customer Service
Posted on Thursday, May 30, 2024
Say hello to possibilities.

It’s not every day that you consider starting a new career. We’re happy that someone as talented as you is considering this role. RingCentral is a $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

We’re currently looking for: Technical Support Specialist

  • Diagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain a 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 defects 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:

  • At Least High School Graduate.
  • 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:

  • Well-coordinated professional team.
  • Cutting edge technologies, interesting and challenging tasks, dynamic projects, great opportunities for self-realization, professional and career growth.
  • Additional Health and Life Insurance Package.
  • Employee Assistance Program.
  • 25 vacation days.
  • ReBenefit Platform Account with 400BGN value monthly.

RingCentral’s Global Service and Support team leads the post-sale experience for it’s customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As it’s 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: RingCentral is committed to hiring and retaining great people because you power our success.

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.