Advanced Support Technical Lead

Say hello to possibilities.
It's not everyday 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 the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
This is where you and your skills come in. We're currently looking for: for someone to join our Advanced Support Technical Lead Team.
To succeed in this role you must have experience in:

• Provide Enterprise level technical support to all Advanced Support customers, applying expert knowledge of RingCentral services and VOIP technology.

• Regularly achieve and exceed service level agreements and quality/customer satisfaction targets.
• Diagnose and troubleshoot all RingCentral Unified Communications (UC) and Contact Center (CC) issues and assist customers to maintain stable integrated UC and CC platforms.
• Troubleshoot and reproduce customer technical issues, driving them to resolution and/or escalating to next level of Advanced Support or Partner Support.
• Develop and maintain customer facing and internal knowledge-based articles for use in resolving technical issues.
• Apply expertise of network architecture required to support RC VoIP and Contact Center services.
• Approve all support cases prior to escalating to our CC Partners and UC Tier 3.
• Manage escalated issues and collaborate with other internal departments as well as partners such as NCX to expedite resolution.
• Create, maintain, and improve processes and procedures for diagnosing and resolving voice quality issues.
• Develop and maintain customer facing and internal knowledge-based articles for use in resolving technical issues.
• Lead by example in how to properly handle cases and escalations, execute processes, and maintain healthy customer and internal relationships.

Desired Qualifications:

• Bachelor's degree in business related field preferred.

• 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.
• 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

What we offer:

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
• 401K match and ESPP
• Flexible vacation
• Wellness programs including 1:1 coaching and meditation guidance
• Paid parental and pregnancy leave and new parent gift boxes
• Family-forming benefits (IVF, Preservation, Adoption etc.)
• Emergency backup care (Child/Adult/Pets)
• Parental support for children with developmental and learning disabilities
• Pet insurance
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Free legal services that provide legal advice, document creation and estate planning
• Employee bonus referral program
• Student loan refinancing assistance
• Employee perks and discounts program

RingCentral'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 RingCentral
RingCentral, 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.
If you are hired in Colorado, the compensation range for this position is between $62,640.00 and $76,560.00 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.