Technical Support Engineer

About The Company

Ring Central, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions, built on its innovative Message Video Phone (MVP) global platform. As a pioneer in the industry, Ring Central offers flexible, scalable, and cost-effective communication solutions that surpass traditional on-premises PBX and video conferencing systems. Our platform empowers modern, mobile, and distributed work forces to communicate, collaborate, and connect seamlessly across any device, from any location, fostering productivity and enhancing customer engagement.

Headquartered in Belmont, California, Ring Central maintains a global presence with offices worldwide, committed to delivering reliable and innovative communication tools to organizations of all sizes.

About

The Role

We are seeking a dedicated and skilled Technical Support Representative (Tier
1) to join our dynamic team. In this role, you will be the first point of contact for our customers, providing essential technical support and ensuring their experience with Ring Central's products is smooth and satisfactory. Your primary responsibility will be to troubleshoot and resolve issues related to Ring Central's cloud communication services, VOIP technology, and networking hardware and software.

You will utilize your technical knowledge to diagnose problems, recommend solutions, and guide customers through technical procedures to optimize their use of our solutions. This position requires excellent communication skills, a customer-centric attitude, and the ability to work efficiently in a fast-paced environment, primarily during US shifts.

Qualifications

The ideal candidate will possess a high school diploma or equivalent, with a bachelor's degree considered an advantage. Proficiency in English at C1/C2 level is essential. Candidates should have a minimum of two years of experience in technical support and customer service, preferably within a BPO/KPO or similar industry. Basic knowledge of VOIP, networking, routers, and modems is required. Strong customer service orientation, organizational skills, and the ability to work collaboratively in a team environment are crucial.

Candidates must be adaptable to working US shifts and demonstrate excellent communication and time management skills. Certifications in networking, IT, or telecommunications are a plus, as is experience supporting VOIP solutions in multi-location setups.

Responsibilities

Your primary responsibilities will include providing technical assistance to customers via phone, chat, email, and screen sharing, ensuring quick and accurate resolution of their issues. You will troubleshoot and repair Ring Central's solutions, understanding network architecture to support VOIP services effectively. Offering technical recommendations, including hardware and software solutions, will be part of your role. You will handle customer inquiries, questions, complaints, and billing concerns with professionalism and courtesy, aiming for high customer satisfaction.

When issues extend beyond your scope, you will escalate or suggest alternative solutions to ensure customer concerns are addressed promptly. Adherence to company policies, quality standards, and performance metrics is essential, along with a willingness to undergo further training and assessments as required by the business.

Benefits

Ring Central offers a comprehensive benefits package designed to support our employees' well-being and professional growth. Benefits include medical insurance coverage, paid holidays, casual and sick leaves, privilege leave, and bereavement leave. We also provide maternity and paternity leaves to support work-life balance. Wellness programs and coaching are available to promote health and personal development. Employees are eligible for referral bonuses and professional development allowances to foster career growth.

Additional perks include night shift allowances, fostering a supportive environment for our US shift team members, and other employee-centric initiatives aimed at ensuring a positive and productive work experience.

Equal Opportunity

Ring Central is an equal opportunity employer that values diversity and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability. We are committed to creating an inclusive environment where all employees are respected, valued, and empowered to contribute their best. Our hiring practices are designed to promote fairness and equal opportunity for all qualified candidates, ensuring that everyone has the chance to grow and succeed within our organization.