Technical Support Engineer (Tier 1)

Overview

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.

This is where you and your skills come in. We’re currently looking for: Technical Customer Support Representative (Tier 1)

• Product Support Representative who can apply the knowledge of RingCentral services, VOIP technology and networking hardware and software. Provide technical support to RingCentral’s customers.
• Troubleshoot and repair RingCentral’s solutions. Understand network architecture required to support RingCentral’s VoIP services.
• Recommend network hardware, software and design elements.
• Answer technical questions, solve technical problems and suggest appropriate workarounds.
• Provide quick and accurate handling of support interactions – phone, chat, screen sharing & email.
• Handle and resolve customer inquiries, questions, complaints, and billing concerns with the highest degree of courtesy and professionalism utilizing all resources available given to Tier 1 Representatives.
• Offer alternative solutions when appropriate if the issue is beyond the representative’s training and scope of responsibility with the objective of resolving the customer’s concerns.
• Adhere to schedules, guidelines, and requirements in accordance with the Company’s set policies and procedures.
• Adhere to quality and performance requirements as set by business aligned with the periodic performance evaluation, must be willing to undergo further training and assessment if the business needs.
  
  
  

• A high-school diploma is mandatory, a bachelor’s degree will be considered an advantage
• English proficiency level of C1/C2
• Minimum of 2 years of work experience in a technical support and customer service environment in a BPO/KPO or similar industry
• Basic Knowledge on VOIP, networking, routers and modems.
• Strong customer service orientation.
• Ability to work efficiently in a highly demanding, team-oriented and fast paced environment.
• Ability to work efficiently in a highly demanding, team-oriented and fast paced environment.
• Must possess effective organizational skills and time management skills.
• Strong communication and collaboration skills.
• Must be amenable to work in US shift.
  
  
  

• Experience in the high-tech industry, preferably in IT, Telco or data centers, VOIP, and networking
• Experience configuring, updating and supporting VOIP solutions in a multi-location environment. is a plus.
• Networking, IT or telecommunications certification is a plus.
  
  
  

• Mediclaim benefits
• Paid holidays
• Casual/Sick leave
• Privilege leave
• Bereavement leave
• Maternity & Paternity leave
• Wellness programs & coaching
• Employee referral bonus
• Professional development allowances
• Night shift allowances
  
  
  

works on high-complexity projects that set the standard for performance and reliability at massive scale. What kind of scale? Millions of users today and hundreds of millions tomorrow. This is your chance to help imagine, develop and deliver products that raise the technological bar, and power human connections. If you’re a talented, ambitious, creative thinker, RingCentral is the perfect environment to join a world class team and bring your ideas to life.

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.