Advanced Support Engineer (UK timezone 11:00 - 20:00)

We're looking for an Advanced Support Engineer to join our Global Service and Support Team. As a key member of our team, you will serve as the owner of the post-sales relationship with our most valued and high-profile customers, driving results and customer satisfaction.

Requirements

• Diagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain a stable integrated UC platform.
• Provides Enterprise level technical support to all Enterprise customers.
• Troubleshoots and reproduces customer technical issues to resolution and/or escalates.
• Responsible for training customer administration of RingCentral platform
• Answers complex technical questions and offers workarounds for customer networks.
• Provides quick and accurate handling of support interactions – phone, screen sharing and email.
• Follow up with customers, ensuring customers are up to date and satisfied with resolution.
• Responds promptly to escalations while keeping detailed case notes.
• Manages customer expectations and experience to deliver high customer satisfaction and increase retention.
• Regularly achieves and exceeds service level agreements and quality customer satisfaction targets.
• Remain current on software defects and upgrades.
• Manage escalated issues and collaborate with other internal departments to expedite resolution.
• Help develop and maintain customer facing and internal help articles.

Benefits

• Well-coordinated professional team.
• Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.
• Additional Health and Life Insurance Package.
• Employee Assistance Program.
• 25 vacation days.
• 200 BGN Digital Food Vouchers.
• 120 BGN Gross as part of the salary for Working Expenses Allowance