We're RingCentral, a global leader in cloud-based communications and collaboration software, and we're looking for an Advanced Support Engineer to join our Global Service and Support Team. As an Advanced Support Engineer, you will serve as the owner of the post-sales relationship with our most valued and high-profile customers, driving results and customer satisfaction.
Requirements
- Diagnoses and troubleshoots all RingCentral Unified Communications (UC) or RingCentral Contact Center 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.
Benefits
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
- Voluntary supplemental health coverage and life insurance
- 401K match and ESPP
- Paid time off and paid sick leave
- Paid parental and pregnancy leave
- Family-forming benefits (IVF, Preservation, Adoption etc.)
- Emergency backup care (Child/Adult/Pets)
- 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 1:1 coaching, perks and discounts program
