Tier 2 Technical Support Engineer

To succeed in this role you must have experience in:Diagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain stable integrated UC platform.Provides Enterprise level technical support to all Enterprise customersTroubleshoots and reproduces customer technical issues to resolution and/or escalatesApplies expert knowledge of RingCentral services and VOIP technologyResponsible for training customer administration of RingCentral platformAnswers complex technical questions and offers workarounds for customer networksProvides quick and accurate handling of support interactions - phone, screen sharing and emailFollows up with customers, ensuring customer is up to date and satisfied with resolutionResponds promptly to escalations while keeping detailed case notesManages customer expectations and experience to deliver high customer satisfaction and increase retentionRegularly achieves and exceeds service level agreements and quality customer satisfaction targetsRemain current on software defect and upgradesManage escalated issues and collaborate with other internal departments to expedite resolutionHelp develop and maintain customer facing and internal help articlesDesired Qualifications:Bachelor's degree in business related field preferred2+ years experience in customer focused/customer experience roleStrong technical troubleshooting skills, perseverance and patienceExperienced in VOIP technology including SIP, RTP, QoS, COS, codecsKnowledge 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 productsExperience supporting contact center technologiesAbility to work efficiently in a highly demanding team-oriented and fast paced environmentAbility to communicate and empathize with all levels of customers - executives, end users, developersSelf-motivated with the ability to dive right in, be effective and make a differenceWhat we offer:Comprehensive medical, dental, vision, disability, life insuranceHealth Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits401K match and ESPPPaid time off and paid sick leaveWellness programs including 1:1 coaching and meditation guidancePaid parental and pregnancy leave and new parent gift boxesFamily-forming benefits (IVF, Preservation, Adoption etc.)Emergency backup care (Child/Adult/Pets)Pet insurance and Pet TelehealthEmployee Assistance Program (EAP) with counseling sessions available 24/7Free legal services that provide legal advice, document creation and estate planningEmployee bonus referral programStudent loan refinancing assistanceEmployee perks and discounts programRingCentral'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 RingCentralRingCentral, 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

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