Advanced Support Engineer at RingCentral

Denver, Colorado, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, Cloud Communications, SaaSIndustries

Requirements

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

Responsibilities

Diagnoses and troubleshoots all RingCentral Unified Communications (UC) or RingCentral Contact Center 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
Follow up with customers, ensuring customers are 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

Skills

Key technologies and capabilities for this role

VOIPUnified CommunicationsContact CenterTechnical SupportTroubleshootingCustomer TrainingNetwork Troubleshooting

Questions & Answers

Common questions about this position

What experience is required for the Advanced Support Engineer role?

Candidates need 2+ years in a customer-focused or customer experience role, along with strong technical troubleshooting skills, perseverance, and patience.

What technical knowledge is needed for this position?

Experience in VOIP technology including SIP, RTP, QoS, COS, codecs, and knowledge of network troubleshooting including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP is required.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does RingCentral's company culture emphasize for this role?

The role emphasizes building relationships, driving customer satisfaction, and delivering world-class results as part of a growing Global Service and Support Team.