Advanced Support Technical Lead
Company: RingCentral, Inc
Location: Denver
Posted on: April 28, 2024
Job Description:
Say hello to possibilities.It's not every day that you consider
starting a new career. We're RingCentral, and we're happy that
someone as talented as you are 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 someone to join our Advanced Support Technical Lead Team.In
this role, you will be expected to:
- Provide Enterprise level technical support to all Advanced
Support customers, applying expert knowledge of RingCentral
services and VOIP technology.
- Regularly achieve and exceed service level agreements and
quality/customer satisfaction targets.
- Diagnose and troubleshoot all RingCentral Unified
Communications (UC) and Contact Center (CC) issues and assist
customers to maintain stable integrated UC and CC platforms.
- Troubleshoot and reproduce customer technical issues, driving
them to resolution and/or escalating to next level of Advanced
Support or Partner Support.
- Develop and maintain customer facing and internal
knowledge-based articles for use in resolving technical
issues.
- Apply expertise of network architecture required to support RC
VoIP and Contact Center services.
- Approve all support cases prior to escalating to our CC
Partners and UC Tier 3.
- Manage escalated issues and collaborate with other internal
departments as well as partners such as NCX to expedite
resolution.
- 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.
- Lead by example in how to properly handle cases and
escalations, execute processes, and maintain healthy customer and
internal relationships.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 differenceWhat we offer:RingCentral offers all the
work/life benefits you could ever want, (and none of the
micromanagement.)
- Comprehensive medical, dental, vision, disability, life
insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs)
and Commuter Benefits
- 401K match and ESPP
- Flexible PTO
- Wellness programs including 1:1 wellness coaching through
TaskHuman and meditation guidance through Headspace.
- Paid parental leave and new parent gift boxes.
- Pet insurance
- Employee Assistance Program (EAP) with counseling sessions
available 24/7
- Rocket Lawyer services that provide legal advice, document
creation and estate planning
- Employee bonus referral programRingCentral'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 RingCentralRingCentral, 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 51,100 - 94,900 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.
Keywords: RingCentral, Inc, Commerce City , Advanced Support Technical Lead, IT / Software / Systems , Denver, Colorado
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