Ringcentral · BulgariaPrepare for this interview
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Say hello to opportunities. It's not every day 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. In this role you will provide top-notch technical support for RingCentral's various software and applications to ensure smooth operations and happy enterprise customers. Utilize expertise in RingCentral services and VOIP tech to swiftly diagnose and resolve issues while keeping customer satisfaction a priority. This role requires on-site presence at our office 4 days a week to support effective collaboration and teamwork. This is where you and your skills come in. The Technical Support Specialist is the first point of contact for Ringcentral's end customers and/or business-to-business customers with technical issues related to all Ringcentral's products, such as RingEX, RingCX, Ringcentral Events, Ringcentral Video, NICE Incontact, and many others. Provide tech-to-tech support to all Ringcentral Partners' and Wholesalers' internal technical support teams in the EMEA and North American regions (e.g. Vodafone, Atos, Unify, Mitel, etc.) Handle customer queries through phone calls and web cases (email) Diagnose and troubleshoot through various tools and strive for first-call resolution to maintain a stable customer satisfaction and service. Apply expert knowledge of RingCentral services and VOIP technology. Answer complex technical questions about phones, online VOIP applications, complex phone trees, events and video applications, and offer workarounds for customer products and networks. Answer basic billing questions or questions related to the customers' profiles The channels of communication with customers are phone calls and web cases (technical tickets, logged by end B2B customers through their portal or tickets logged by Partners' technical support agents). Follow up with customers, ensuring customer is up to date and satisfied with resolution. Respond promptly to escalations while keeping detailed case notes. Manage customer expectations and experience to deliver high customer satisfaction and increase retention. Escalate to various teams when issues cannot be resolved, such as Technical Support Specialists (T2), Fraud teams, TelcoOps for number issues, and many others. Regularly achieve and exceed service level agreements and quality customer satisfaction targets. Remain current on software defects and upgrades. Help develop and maintain customer facing and internal help articles.
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