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Contact Center Tier 3 Technical Support Engineer

Company: RingCentral, Inc
Location: Charlotte
Posted on: February 11, 2024

Job Description:

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 $1.5 billion company that's growing at 30+% 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: for someone familiar with troubleshooting complex issues for high level customers. This includes troubleshooting issues related to Call Quality, API, and Script/Call Flow concerns. A critical part of this role is managing customer expectations and escalations for high profile clients as well as working as a team player by being able to effectively collaborate with different departments across our organizations.To succeed in this role you must have experience in:

  • Provide Tier 3 level technical expertise to all RingCentral Contact Center customers
  • Embrace technical escalations from all lower level support teams, CSMs and Executives
  • Investigate/reproduce product defects and proved details to inContact and Service Engineering
  • Experts in all current/possible bugs (Email, RC411/RC911)
  • Approve all support cases prior to escalating to our CC Partners
  • Lead and manage operations incidents working with the NOC to provide the customer perspective of the incident
  • Assume point position, communicate outage details and request examples from lower tiers
  • Confirm outage is over and communicate to lower tiers
  • Maintain a high level of expertise and knowledge of RingCentral and Contact Center services, VOIP technology and networking hardware and software
  • Apply expertise of network architecture required to support RC VoIP and Contact Center services
  • Recommend network hardware, software and design elements
  • Apply a high level of expertise in Studio to diagnose call flows, troubleshoot problems, and make necessary changes to scripts.
  • Apply high level of expertise towards difficult technical questions, solve technical problems and suggest appropriate workarounds
  • Proactively utilize network performance monitoring tools to isolate and root cause issues
  • Provide quick and accurate handling of support interactions - phone, chat, screen sharing and email
  • Follow-up with customers, ensuring issues are resolved and customers are satisfied
  • Respond promptly to customer support issues while keeping detailed case notes
  • Manage customer expectations and experience to deliver high satisfaction and increase retention
  • Be an internal evangelist for providing excellent quality of service to every RingCentral customer
  • Own and manage escalated issues and collaborate with inContact to expedite resolution
  • Regularly achieve and exceed service level agreements and quality/customer satisfaction targets
  • 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 issuesDesired 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 $78,000 and $118,000 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, Charlotte , Contact Center Tier 3 Technical Support Engineer, Engineering , Charlotte, North Carolina

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