What are the responsibilities and job description for the Advanced Support Engineer position at RingCentral Inc.?
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 $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. 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 Flexible vacation 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) Parental support for children with developmental and learning disabilities Pet insurance 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 RingCentral’s Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As our customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means. RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now. 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. If you are hired in Colorado, the compensation range for this position is between $48,960.00 and $54,400.00 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience. RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to Work as OneTM from any location, on any device, and via any mode to better serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral’s open platform integrates with leading business apps and enables customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world. RingCentral is an EEO/AA employer.
Salary : $2 - $48,960