Advanced Support Engineer

Say hello to possibilities.

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 the 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 a $2 billion company that's growing at 20+% annually and we're expanding our Global Service and Support Team to make sure we stay ahead of the competition.

We're currently looking for: At RingCentral, our Advanced Support Engineers serve as the owner of the post-sales relationship with our most valued and high-profile customers. If you join our team, you will assume a very strategic role within the company and will focus on driving results and customer satisfaction. As a Sr Manager, Advanced Support Engineering, you will have a broad and dynamic set of responsibilities from strategy to executing directives. This role requires a passion for building leaders, building relationships, and building teams that will deliver world class results to RingCentral and the customer.

This role requires on-site presence at our office 4 days a week to support effective collaboration and teamwork.

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 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.

• Follow up with customers, ensuring customers are 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 defects 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:

• 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.

Internal Job Requirements:

• Attended and Certified for Tier 2 Training

• Six (6) months tenure in the current role during the time of application

• Satisfactory level on RingGPS Assessment for the last two quarters

• No active disciplinary record equivalent to a Final Warning nor enrolment to any Get-Well Plan

• Incomplete applications as well as those submitted after the deadline will be considered invalid. Applications from those who do not meet minimum requirements will not be processed.

• All interested parties MUST discuss their intent to apply with their Immediate Supervisor or Team Manager and Segment Leader if applicable.

What we offer:

• Well-coordinated professional team.

• Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.

• Additional Health and Life Insurance Package.

• Employee Assistance Program.

• 25 vacation days.

• 200 BGN Digital Food Vouchers.

• 120 BGN Gross as part of the salary for Working Expenses Allowance

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.