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.
  
  
  

• 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
  
  
  

• 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.