Technical Support Engineer 2 - Telco

Say Hello to Possibilities Join RingCentral as a Support Engineer

• 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 interactiongiving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

We're currently looking for Support Engineer:

Primary Responsibilities

The essential functions and tasks of this job title include but are not limited to the following listed below:

• Diagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain a stable integrated UC platform
• Provides Basic/Enterprise level technical support to all RingCentral customers
• Answers technical questions and offers workarounds for customer networks
• Provides quick and accurate handling of support interactions - phone, screen sharing and email
• 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
• 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
• Manage escalated issues and collaborate with other internal departments to expedite resolution
• Help develop and maintain customer-facing and internal help articles
• Handles escalations from Glip, RC App and other technology platforms

Desired Qualifications:

• 24 years experience in technical support in any domain
• Experience supporting technical support for telecommunications clients
• Experience supporting contact center technologies
• Strong technical troubleshooting skills, perseverance, and patience
• Experienced in VOIP technology including SIP, RTP, QoS, COS, codecs is an added advantage
• Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc. is a plus
• Networking, IT, or telecommunications certification is a plus - Network+ or equivalent is desirable
• 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