(Jr.) Technical Account Manager - Technical Support
RingCentral - Denver, CO

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COMPANY DESCRIPTION
RingCentral is a leader in cloud computing based business phone systems, with tens of thousands of business customers and top industry honors, including the PC Magazine Editor's Choice Award, the Small Business Computing Excellence in Technology Award, and the 2010 World Economic Forum Technology Pioneer Award. The RingCentral technology platform eliminates the need for expensive and technically complex on-premise legacy phone systems. By combining a hosted, multi-extension business phone system with advanced voice and fax functionality, RingCentral provides small businesses with world-class business capabilities that, until recently, were available only to large corporations. Headquartered in San Mateo, California, RingCentral is privately held with backing from Sequoia Capital, Khosla Ventures, and DAG Ventures. For more information, please visit: www.ringcentral.com.

JOB DESCRIPTION

  • Apply expert knowledge of RingCentral services, VOIP technology and networking hardware and software
  • Provide premium implementation and technical support to RingCentral’s largest customers
  • Plan, design, install, maintain, troubleshoot and repair RingCentral’s solutions
  • Understand network architecture required to support RingCentral’s VoIP services
  • Recommend network hardware, software and design elements
  • Answer difficult technical questions, solve technical problems and suggest appropriate workarounds
  • Utilize network performance monitoring tools to isolate and root cause issues
  • Provide quick and accurate handling of support interactions – phone, chat, screen sharing, email and web based.
  • Go the extra mile to follow-up with customers, ensuring issues are resolved and customers are satisfied
  • Respond promptly to customer support issues while keeping detailed case notes
  • Manage customer expectations and experience, to deliver high customer satisfaction and increase retention
  • Be an internal evangelist for providing excellent quality of service to every RingCentral customer
  • Manage escalated issues and collaborate with other internal departments to expedite resolution
  • Regularly achieve and exceed service level agreements and quality/customer satisfaction targets
  • Create, maintain and improve processes and procedures for diagnosing and resolving voice quality issues
  • Identify product and services upsell opportunities and describe RingCentral solutions in a compelling way
  • Help develop and maintain customer facing and internal help articles

QUALIFICATIONS
The Ideal Candidate will have the following qualifications and Skills

  • Strong technical troubleshooting skills, perseverance and patience
  • 1+ yrs experience in customer focused role such as pre-sales engineer or post-sales technical support
  • Experience with VOIP technology and terminology including SIP, RTP, QoS, COS and codecs
  • Knowledgeable in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS,etc.
  • Any networking, IT or telecommunications certification is a plus - Cisco CCNA or equivalent is desirable
  • Experience configuring, updating and supporting VOIP solutions in a multi-location environment
  • Experience supporting telecommunications, networking or Software-as-a-Service products
  • Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
  • Experience working for a company known for its focus on customer service
  • Ability to communicate and empathize with all levels of customers – executives, end users, developers
  • Excellent on-time and attendance record
  • Self-motivated with the ability to dive right in, be effective and make a difference
  • At least 2nd year college graduate or associates degree required - Computer Science or related field desirable
  • Networking, IT or telecommunications certification is a plus

Indeed - 20 months ago - save job
About this company
5 reviews
Founded in 1993, RingCentral, Inc. is a leading supplier of PC-based fax and telephony communications software. The company makes and...