tier 2 SupportRingCentral

What if you could support the solutions that will change the way the world communicates?
What if you had the freedom of a startup and the resources of a global enterprise?
You'd break new ground. Raise the bar for performance. And do career-defining work.
That's exactly the kind of environment we're building together at RingCentral.
RingCentral's cloud-based communications platform connects more than 2 million users around the world, in ways that bring people, ideas, companies and customers together.
We're as proud of our working environment as we are of our market success. You'll find all the training, opportunity and resources you could ever want here - with all the work/life benefits you expect, and none of the micromanagement.
RingCentral surrounds you with world-class technology and talent, in a people-first environment built from the ground up to help you do the best work of your career. We're not just changing the nature of communication and teamwork. We're winning, together.
Job Overview:
Tier 2 Representative reviews a support request received through phone or email from a client's end-user or a Tier 1 organization and assesses the nature of the issue, reproducibility of the issue, and the remediation steps taken. The Tier 2 Representative continues troubleshooting that may include inspection of device, smartphones, OS, configurations, router network setup, and quality of service.
The main responsibilities are but not limited to root cause identification, and remediation of problem or installation of a workaround. Tier 2 Representatives either resolve the issue or prepares the issue for escalation to the Tier 3 organization. The Tier 2 Representative communicates with customers using web-based tools and follows grammar rules. Demonstrates continued and consistent proficiency in most of the skill sets utilized with the Call Center. Adheres to schedules, guidelines, and requirements in accordance with the Company's policies and procedures.
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 consultation to Tier 1 agents.
Handles escalated calls from Tier 1 agents.
Dispenses supervisory changes and/or adjustments to the customer's accounts, as needed.
Provides highly technical and advanced troubleshooting skills to resolve customer's concerns.
Conducts callbacks to follow-up resolution of customer's issues.
Analyzes call logs from CRM ticketing system and provides additional necessary information to expedite the resolution of customer's concerns that are beyond the scope of Tier 1 agents.
Is updated on the group decisions about current/possible bugs (Email, RC411/RC911).
Works on special duties (E911, Caller ID Name).
Knowledgeable in outage management
Essential Requirements:
Reports and submits call logs, product issues encountered, and all other reports that will be required by the Team Leader.
Updates office@hand accounts and Telus account details.
Works with Level 3 support engineering to resolve technical issues.
Works on other tasks that are given to you by the Executive/Management Team (Manager on duty).
Manages and maintains accurate time records.
Job Requirements:
Strong verbal and written communication skills in English
2 years of collegiate education is required
At least 2 years of working experience handling escalations call
Above average Knowledge on VOIP, networking, routers and modems • Strong customer service orientation
Experience configuring, updating and supporting VOIP solutions in a multi-location environment is a plus
Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
Networking, IT or telecommunications certification is a plus
Applicants must be amenable to working nightshifts
About RingCentral
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.
RingCentral

Manila City, Metro Manila
Permanent
Full-time