Subject Matter Expert
6 days ago
Job Description:
About the Role:
The SME is a support function with vast technical knowledge and expertise that serves as a technical resource for Tier 1. They are responsible for providing technical assistance to Tier 1 agents to improve their technical skills aligned to improve the team and the business FCR, MTTC, and AHT performance.
What we offer:
RingCentral offers perks and benefits for all aspects of your work/life:
- Hybrid Work Setup Arrangement until further notice
- HMO coverage on Day 1 for the employee
- HMO coverage after Day 90 for 3 free dependents
- Personal Time Off
- Performance-based incentives (e.g. MBO, commission, etc.)
- Employee Assistance Program (EAP) under Workplace Options with free counseling sessions available 24/7
- Mental Health support and unlimited free sessions with a Psychologist through Mind You
- Meditation guidance through Headspace
- Resources for parents and employees with special needs children through Whil
- Fun wellness and employee engagement programs.
Say hello to possibilities Its not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role.
First, a little about us, we're the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device. We're a $1.5 billion company that's growing at 30+% annually and we're expanding our Customer Support Team to make sure we stay ahead of the competition.
Key Responsibilities:
The essential functions listed below are representative of duties performed by this job title.
Duties generally include but are not limited to the following:
- Provides support and addresses consultation needs of the Tier 1 agents on all RC Brands.
- Provides guidance and assistance to the team in the absence of the Team Leader.
- Dispenses supervisory changes and/or adjustments to the customer's accounts, as needed.
- Generate, interpret, and analyze call logs from the CRM ticketing system and provide the additional necessary information to expedite the resolution that is beyond the scope of Tier 1 agents.
- Closely collaborate with Tier 2, Tier 3, and other backend support teams to expedite the resolution.
- Part of the group's decisions about technical process updates and communicated back to the team.
- Knowledgeable in outage management
- Manage high-level escalations.
Desired Qualifications:
- Bachelor's Degree (any field) or equivalent work experience
- 2 years of collegiate education is required.
- Minimum of 2 years of work experience in a technical support and customer service environment in a BPO/KPO or similar industry
- Above average Knowledge of VOIP, networking, routers, and modems
- Experience in the high-tech industry, preferably in IT, Telco or data centers, VOIP, and networking
- Must possess effective organizational skills and time management skills.
- Strong communication and collaboration skills.
- Must be amenable to working shifting schedules.
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