Technical Account Manager
The RingCentral environment is dynamic, success-driven, team-oriented and committed to providing world class service for its customers. Do you have the ability to thrive in a fast-paced environment? We are looking for candidates with an entrepreneurial spark! We’re not a phone company; we’re a cloud business-solutions provider. We've thrown out the old private branch exchange (PBX) along with its rigid rules and eliminated the complexity and unnecessary expense of managing business communications the old way. RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing a kitchen stocked with a variety of complimentary beverages and delicious snacks.
As a Technical Account Manager, you will provide high value service and support to all our customers. You will need to love solving tricky problems, moving fast and working proactively with customers. You should be entrepreneurial and driven to help us grow our business. You will be passionate about customer satisfaction, supporting disruptive new services that businesses love to use, and working directly with customers as a trusted advisor. You will deliver value to customers by helping them get the most out of their RingCentral service focus on our products. This will include helping them setup and optimize their solution to meet their business needs. It will also involve helping them troubleshoot their social network, mobile app, chat and external communication platform connections to optimize their quality of service. Your technical work will enable seamless integration of RingCentral into their business.
Primary Job Responsibilities:
Provide third level support to all RingCentral customers using our products.
Take technical escalations from first and second level support
Be a trusted dedicated Technical Account Manager to specific enterprise customers who have purchased enterprise support - conducting quarterly technical reviews and being a primarily point-of-contact for complex technical enquiries
Investigate and reproduce possible product defects and provide details to the technical teams.
Manage operations incidents to provide the customer perspective of the incident.
Maintain, troubleshoot and repair our’s solutions
Become an expert of the network architecture required to support services
Answer difficult technical questions, solve technical problems and suggest appropriate workarounds in collaboration with the Technical Support Engineers
Utilize internal monitoring tools to isolate and root cause complex issues
Provide quick and accurate handling of support interactions – phone, chat, screensharing, email
Go the extra mile to follow-up with customers, ensuring issues are resolved and customers are satisfied
Respond promptly to customer support issues while keeping detailed case notes
Manage customer expectations and experience to deliver high customer satisfaction and increase retention
Be an internal evangelist for providing excellent quality of service to every RingCentral customer.
Manage escalated issues and collaborate with other internal departments to expedite resolution
Regularly achieve and exceed service level agreements and quality/customer satisfaction targets
Create, maintain and improve processes and procedures for diagnosing and resolving issues
Identify product and services upsell opportunities and describe our solutions in a compelling way
Help develop and maintain customer facing and internal help articles
Qualifications & Attributes
Strong technical troubleshooting skills, perseverance and patience
Must be fluent in French and English,
5+ yrs experience in customer focused role such as pre-sales engineer or post-sales technical support
Expert in Web technologies including HTML, JS, CSS, API, SSO, DNS, SSL or every related web language would be a plus
Digital, Networking, IT or telecommunications certification is a plus
Experience configuring, updating and supporting Software-as-a-Service solutions in a multi-location environment
Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
Experience working for a company known for its focus on customer service
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
At least 2nd year college graduate or associates degree required - Computer Science or related field desirable
RingCentral is the worldwide leader in cloud-based communications. Our software communications platform delivers phone, group chat, mobile communications, video calls, videoconference, contact center and AI-driven digital engagement. It’s a powerful, global presence that allows businesses to communicate anywhere, anytime with anyone.
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.