Technical Customer Support Representative (Tier 1)

Say hello to possibilities.

Its 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 the $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.

This is where you and your skills come in.

• Product Support Representative who can apply the knowledge of RingCentral services, VOIP technology and networking hardware and software. Provide technical support to RingCentral’s customers.
• Troubleshoot and repair RingCentral’s solutions. Understand network architecture required to support RingCentral’s VoIP services.
• Recommend network hardware, software and design elements.
• Answer technical questions, solve technical problems and suggest appropriate workarounds.
• Provide quick and accurate handling of support interactions – phone, chat, screen sharing & email.
• Handle and resolve customer inquiries, questions, complaints, and billing concerns with the highest degree of courtesy and professionalism utilizing all resources available given to Tier 1 Representatives.
• Offer alternative solutions when appropriate if the issue is beyond the representative’s training and scope of responsibility with the objective of resolving the customer’s concerns.
• Adhere to schedules, guidelines, and requirements in accordance with the Company’s set policies and procedures.
• Adhere to quality and performance requirements as set by business aligned with the periodic performance evaluation, must be willing to undergo further training and assessment if the business needs.

Required Qualifications:

• A high-school diploma is mandatory, a bachelor’s degree will be considered an advantage
• English proficiency level of C1/C2
• Minimum of 2 years of work experience in a technical support and customer service environment in a BPO/KPO or similar industry
• Basic Knowledge on VOIP, networking, routers and modems.
• Strong customer service orientation.
• Ability to work efficiently in a highly demanding, team-oriented and fast paced environment.
• Ability to work efficiently in a highly demanding, team-oriented and fast paced environment.
• Must possess effective organizational skills and time management skills.
• Strong communication and collaboration skills.

• Must be amenable to work in US shift.

Bonus Qualifications:

• Experience in the high-tech industry, preferably in IT, Telco or data centers, VOIP, and networking
• Experience configuring, updating and supporting VOIP solutions in a multi-location environment. is a plus.
• Networking, IT or telecommunications certification is a plus.

What we offer:

• Mediclaim benefits
• Paid holidays
• Casual/Sick leave
• Privilege leave
• Bereavement leave
• Maternity & Paternity leave
• Wellness programs & coaching
• Employee referral bonus
• Professional development allowances
• Night shift allowances
  

RingCentral’s Engineering team

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.