Technical Customer Support Representative (Tier 1)

Job Description

 We’re currently looking for: Technical Customer Support Representative (Tier 1)

• Product Support Representative who can apply the knowledge of RingCentral services, VOIP technology and networking hardware and software.  Provide technical support to RingCentral’s customers. 

• Troubleshoot and repair RingCentral’s solutions.  Understand network architecture required to support RingCentral’s VoIP services. 

• Recommend network hardware, software and design elements. 

• Answer technical questions, solve technical problems and suggest appropriate workarounds. 

• Provide quick and accurate handling of support interactions – phone, chat, screen sharing & email.

• Handle and resolve customer inquiries, questions, complaints, and billing concerns with the highest degree of courtesy and professionalism utilizing all resources available given to Tier 1 Representatives.

• Offer alternative solutions when appropriate if the issue is beyond the representative’s training and scope of responsibility with the objective of resolving the customer’s concerns.

• Adhere to schedules, guidelines, and requirements in accordance with the Company’s set policies and procedures.

• Adhere to quality and performance requirements as set by business aligned with the periodic performance evaluation, must be willing to undergo further training and assessment if the business needs.

Required Qualifications:

• A high-school diploma is mandatory, a bachelor’s degree will be considered an advantage

• English proficiency level of C1/C2

• Minimum of 2 years of work experience in a technical support and customer service environment in a BPO/KPO or similar industry

• Basic Knowledge on VOIP, networking, routers and modems.

• Strong customer service orientation.

• Ability to work efficiently in a highly demanding, team-oriented and fast paced environment.

• Ability to work efficiently in a highly demanding, team-oriented and fast paced environment.

• Must possess effective organizational skills and time management skills.

• Strong communication and collaboration skills.

• Must be amenable to working night schedules 

Bonus Qualifications

• Experience in the high-tech industry, preferably in IT, Telco or data centers, VOIP, and networking

• Experience configuring, updating and supporting VOIP solutions in a multi-location environment. is a plus.

• Networking, IT or telecommunications certification is a plus.