Sr. Engineer Support

Job Title: Engineer Support - 21389/21390

Job Duration: 12 Months Contract - W2

Job Location: Houston, TX 77002 (Hybrid)

Note:

Actual Job Title: Tier 2 Technical Support Engineer

Hybrid - Houston, TX 77002

Job description:

Location: Houston/Hybrid

Support cloud-based communications and collaboration software.

To succeed in this role, you must have experience in:

• Diagnoses and troubleshoots RingCentral MVP and CX Unified Communications issues and internal 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/or escalates.
• 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 customer networks.
• Provides quick and accurate handling of support interactions - phone, screen sharing and email.
• Follows up with customers, ensuring customer is 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 defect and upgrades.
• Manage escalated issues and collaborate with other internal Clients to expedite resolution.
• Help develop and maintain customer facing and internal help articles.
• offers on-site, remote and hybrid work options optimized for the ways we work and live now.

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.
• Samsung Tab Active 3 with Android OS and work with ClientM solutions such as VMware WS1
• 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.

Responsibilities:

• Provides Enterprise level technical support to all Enterprise customers.
• Troubleshoots and reproduces customer technical issues to resolution and/or escalates.
• Answers complex technical questions and offers workarounds for customer networks.
• Provides quick and accurate handling of support interactions - phone, screen sharing and email.
• Follows up with customers, ensuring customer is 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 defect and upgrades.
• Manage escalated issues and collaborate with other internal Clients to expedite resolution.
• Help develop and maintain customer facing and internal help articles.
• Service Now for Ticket Management and Change Control Management