Tier 2 Technical Support 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. 

To succeed in this role you must have experience in:

• Diagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain 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

• 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

• Remain current on software defect and upgrades

• Manage escalated issues and collaborate with other internal departments to expedite resolution

• Help develop and maintain customer facing and internal help articles

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, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

• 401K match and ESPP

• Paid time off and paid sick leave

• Wellness programs including 1:1 coaching and meditation guidance 

• Paid parental and pregnancy leave and new parent gift boxes

• Family-forming benefits (IVF, Preservation, Adoption etc.)

• Emergency backup care (Child/Adult/Pets)

• Pet insurance and Pet Telehealth

• Employee Assistance Program (EAP) with counseling sessions available 24/7

• Free legal services that provide legal advice, document creation and estate planning

• Employee bonus referral program

• Student loan refinancing assistance

• Employee perks and discounts program