Technical Support Engineer 3 (VOIP & Networking)

Primary Responsibilities

The essential functions and tasks of this job title include but are not limited to the following listed below:

Diagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain a 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.
Follow up with customers, ensuring customers are 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 defects and upgrades.
Manage escalated issues and collaborate with other internal departments to expedite resolution.

Desired Qualifications:

5+ 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.