Voice Technical Support Technician
Tier 2 Technical Support EngineerMust Have Skill (Top 3):
1 Diagnoses and troubleshoots RingCentral MVP and CX Unified Communications issues and internal customers to maintain stable integrated UC platform.
) Strong and effective customer communication skills ) Must possess strong analytical skills with the ability to identify, analyze, interpret, and solve both practical as well as highly complex problems Skills &
Qualifications:
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.
Samsung Tab Active 3 with Android OS and work with MDM solutions such as VMware WS1 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.
Occasional on-call after-hours work may be required as needed.
To succeed in this role, you must have experience in:
Diagnoses and troubleshoots RingCentral MVP and CX Unified Communications issues and internal customers to maintain stable integrated UC platform.
Provides Enterprise level technical support to all Enterprise customers.
Troubleshoots and reproduces customer technical issues to resolution and/or escalates.
Applies expert knowledge of RingCentral services and VOIP technology.
Responsible for training customer administration of RingCentral platform Answers complex technical questions and offers workarounds for customer networks.
Provides quick and accurate handling of support interactions - phone, screen sharing and email.
Follows up with customers, ensuring customer is up to date and satisfied with resolution.
Responds promptly to escalations while keeping detailed case notes.
Manages customer expectations and experience to deliver high customer satisfaction and increase retention.
Regularly achieves and exceeds service level agreements and quality customer satisfaction targets.
Remain current on software defect and upgrades.
Manage escalated issues and collaborate with other internal departments to expedite resolution.
Help develop and maintain customer facing and internal help articles.
offers on-site, remote and hybrid work options optimized for the ways we work and live now.
Voice Technical Support Technician Recommended Skills Administration Analytical Communication Customer Communications Management Customer Experience Customer Satisfaction Estimated Salary: $20 to $28 per hour based on qualifications.
1 Diagnoses and troubleshoots RingCentral MVP and CX Unified Communications issues and internal customers to maintain stable integrated UC platform.
) Strong and effective customer communication skills ) Must possess strong analytical skills with the ability to identify, analyze, interpret, and solve both practical as well as highly complex problems Skills &
Qualifications:
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.
Samsung Tab Active 3 with Android OS and work with MDM solutions such as VMware WS1 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.
Occasional on-call after-hours work may be required as needed.
To succeed in this role, you must have experience in:
Diagnoses and troubleshoots RingCentral MVP and CX Unified Communications issues and internal customers to maintain stable integrated UC platform.
Provides Enterprise level technical support to all Enterprise customers.
Troubleshoots and reproduces customer technical issues to resolution and/or escalates.
Applies expert knowledge of RingCentral services and VOIP technology.
Responsible for training customer administration of RingCentral platform Answers complex technical questions and offers workarounds for customer networks.
Provides quick and accurate handling of support interactions - phone, screen sharing and email.
Follows up with customers, ensuring customer is up to date and satisfied with resolution.
Responds promptly to escalations while keeping detailed case notes.
Manages customer expectations and experience to deliver high customer satisfaction and increase retention.
Regularly achieves and exceeds service level agreements and quality customer satisfaction targets.
Remain current on software defect and upgrades.
Manage escalated issues and collaborate with other internal departments to expedite resolution.
Help develop and maintain customer facing and internal help articles.
offers on-site, remote and hybrid work options optimized for the ways we work and live now.
Voice Technical Support Technician Recommended Skills Administration Analytical Communication Customer Communications Management Customer Experience Customer Satisfaction Estimated Salary: $20 to $28 per hour based on qualifications.
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