Technical Support Training Specialist (US Shift)

Say hello to possibilities.

It s not every day that you consider starting a new career. We re happy that someone as talented as you is considering this role. RingCentral is a $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.

We re currently looking for a Technical Support Enablement Specialist.

The Technical Support Enablement Specialist will partner with customer care leadership and identify enablement needs around Customer Care, networking, technical, and product needs according to set training standards and measure and report on the impacts of the enablement to the business.

Responsibilities:

To succeed in this role you must have experience in:

• Develop and deliver customized customer care enablement around Technical Skills, Customer communications and Support Soft skills, and Product updates for RingCentral Customer Support organization, incorporating the different technologies RingCentral is using such as cloud-based PBX solutions, telecommunications, IP networking protocols, VoIP technology, server application environments, networking hardware, and call routing technologies.
• Create and manage a certification program for the Customer Care group.
• In conjunction with management, identify and assess training needs based on current agent level performance and Customer Care management performance, and through formal analysis (QA results, surveys, focus groups, data analysis) and interaction.
• Recommend Customer Care technical training solutions to address gaps in agent performance.
• Design and create instructional materials and job aids for training initiatives.
• Deliver program-specific learning solutions in a manner that both engages the learners and produces the desired outcomes while using various learning methodologies (Instructor Led, Computer-based Learning, one-on-one coaching, web conferencing, etc.).
• Facilitate learning by creating a positive learning climate, establishing credibility as an instructor, using effective presentation and facilitation skills, adapting facilitation style and curriculum to learner needs, providing constructive feedback, managing time and group dynamics, encouraging participation, and building learner motivation.
• Ensure quality of Customer Care groups training programs through continuous, timely, and accurate monitoring and reporting of attendance at training, results of individual training programs, and overall effectiveness of training.
• Maximize Customer Care team effectiveness by providing adequate enablement support to Customer Support employees and managers.
• Use program/project management skills to manage Customer Care enablement programs, related deliverables, and resources against deadlines.

Desired Qualifications:

• At least 5 years of experience enabling technical support representatives
• At least 5 years of experience designing and developing instructional /enablement materials and job aids.
• At least 3 years of experience working with telecommunications, customer service, networking, and/or VoIP technology
• At least 5 years of experience facilitating live or remote training
• Experience diagnosing hardware and network issues and implementing solutions
• Preferably obtain CCNA or other Networking Certifications such as Comptia and Juniper
• Preferably obtain Contact center experience.
• In-depth understanding of VoIP protocol set and system interaction conferencing programs, and other delivery methods