Global Tier 3 CC Engineer

Denver, CO, United States

Say hello to opportunities.

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 a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.

RingSense AI is our proprietary AI solution. It's designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

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 issues

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

Paid time off and paid sick leave

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)

Pet insurance and Pet Telehealth

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. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following to learn more about how we can assist you.

If you are hired in Colorado, the compensation range for this position is between $65,000 and $93,500 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.

This role has an application deadline of June 30,2024. Please apply prior to the deadline to be considered for the role.

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