Advanced Support Engineer at RingCentral

Denver, Colorado, United States

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, Cloud Communications, SaaSIndustries

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

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