Advanced Support Engineer

at  RingCentral

Say hello to possibilities.
It’s not every day 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 the 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 a $1.5 billion company that’s growing at 30+% annually and we’re expanding our Global Service and Support Team to make sure we stay ahead of the competition.
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.

Responsibilities:

• 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:

• Ideally Bachelor’s degree in business related field preferred
• Typically 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 centre 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:

RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)

• Comprehensive medical, dental, vision, disability, life insurance
• Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace
• Paid parental leave and new parent gift boxes
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Rocket Lawyer services that provide legal advice, document creation and estate planning
• Employee bonus referral program

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

• 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 article