Global Tier 3 CC Engineer

 Say hello to opportunities. 

It’s 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 a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. 

RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

We’re currently looking for: for someone familiar with troubleshooting complex issues for high level customers. This includes troubleshooting issues related to Call Quality, API, and Script/Call Flow concerns. A critical part of this role is managing customer expectations and escalations for high profile clients as well as working as a team player by being able to effectively collaborate with different departments across our organizations.

To succeed in this role you must have experience in:

• Provide Tier 3 level technical expertise to all RingCentral Contact Center customers

• Embrace technical escalations from all lower level support teams, CSMs and Executives

• Investigate/reproduce product defects and proved details to inContact and Service Engineering

• Experts in all current/possible bugs (Email, RC411/RC911)

• Approve all support cases prior to escalating to our CC Partners

• Lead and manage operations incidents working with the NOC to provide the customer perspective of the incident

• Assume point position, communicate outage details and request examples from lower tiers

• Confirm outage is over and communicate to lower tiers

• Maintain a high level of expertise and knowledge of RingCentral and Contact Center services, VOIP technology and networking hardware and software

• Apply expertise of network architecture required to support  RC VoIP and Contact Center services

• Recommend network hardware, software and design elements

• Apply a high level of expertise in Studio to diagnose call flows, troubleshoot problems, and make necessary changes to scripts.

• Apply high level of expertise towards difficult technical questions, solve technical problems and suggest appropriate workarounds

• Proactively utilize network performance monitoring tools to isolate and root cause issues

• Provide quick and accurate handling of support interactions – phone, chat, screen sharing and email

• Follow-up with customers, ensuring issues are resolved and customers are satisfied

• Respond promptly to customer support issues while keeping detailed case notes

• Manage customer expectations and experience to deliver high satisfaction and increase retention

• Be an internal evangelist for providing excellent quality of service to every RingCentral customer

• Own and manage escalated issues and collaborate with inContact to expedite resolution

• Regularly achieve and exceed service level agreements and quality/customer satisfaction targets

• Create, maintain and improve processes and procedures for diagnosing and resolving voice quality issues

• Develop and maintain customer facing and internal knowledge-based articles for use in resolving technical issues

Desired Qualifications:

• Bachelor’s degree in business related field preferred

• 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 

What we offer: 

• Comprehensive medical, de