Colorado Veterans Jobs

Colorado Veterans Jobs

Job Information

RINGCENTRAL, INC. Global Enterprise Technical Account Manager in Denver, Colorado

RingCentral, IncLocation: Denver, Colorado, USADepartment: Global Technical SupportWant to change the way work...works? This is your moment.RingCentral Glip integrates messaging with video to make conversation,collaboration and connection more meaningful than ever, no matter where orhow people want to work.RingCentral Global Service and Support is all about the customer-devoted tomaking sure every customer's need is met, and that they're able to useour products effectively and easily. As a member of the Global Service andSupport team you'll lead the post-sale experience for our customers. As ourcustomers' central point of contact, you'll champion their needs,share deep product knowledge, provide innovative solutions, and buildrelationships that show our customers what "winning together" truly means.We're as proud of our working environment as we are of our market success.You'll find all the training, opportunity and resources you could everwant here - with all the work/life benefits you expect, and none of themicromanagement. RingCentral regularly brings home Best Place To Work awardsfrom locations all over the world, and outstanding company ratings onGlassdoor and Comparably!RingCentral surrounds you with world-class technology and talent, in apeople-first environment built from the ground up to help you do the best workof your career. We're not just changing the nature of communication andteamwork. We're winning, together.Responsibilities:*Diagnoses and troubleshoots all RingCentral Unified Communications (UC)issues and assists customers to maintain stable integrated UC platform.*Provides Enterprise level technical support to all Enterprise customers*Troubleshoots and reproduces customer technical issues to resolution and/orescalates*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 customernetworks*Provides quick and accurate handling of support interactions - phone, screensharing and email*Follows up with customers, ensuring customer is up to date and satisfiedwith resolution*Responds promptly to escalations while keeping detailed case notes*Manages customer expectations and experience to deliver high customersatisfaction and increase retention*Regularly achieves and exceeds service level agreements and quality customersatisfaction targets*Remain current on software defect and upgrades*Manage escalated issues and collaborate with other internal departments toexpedite resolution*Help develop and maintain customer facing and internal help articlesQualificiations:*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 orSoftware-as-a-Service products*Experience supporting contact center technologies*Ability to work efficiently in a highly demanding team-oriented and fast pacedenvironment*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 adifferenceRingCentral is an equal opportunity employer that truly values diversity. Wedo not discriminate on the basis of race, religion, color, national

DirectEmployers