Technical Customer Support Agent

First, a little about us, we're the $2 billion global leader in cloud-based communications and collaboration software. 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. Understand network architecture required to support RingCentral's VoIP services. Recommend network hardware, software and design elements. 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. Must be amenable to work in US shift. 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. Networking, IT or telecommunications certification is a plus. Paid holidays Casual/Sick leave Maternity & Paternity leave Wellness programs & coaching Employee referral bonus Professional development allowances Night shift allowances RingCentral's Engineering team works on high-complexity projects that set the standard for performance and reliability at massive scale. This is your chance to help imagine, develop and deliver products that raise the technological bar, and power human connections. If you're a talented, ambitious, creative thinker, RingCentral is the perfect environment to join a world class team and bring your ideas to life. RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now. NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™  (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world. RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.