Global Enterprise Technical Account Manager

Technical Support Denver, Colorado


Description

Global Enterprise Technical Account Manager

Job Type: Full Time
Location: Denver, CO
Department: Customer Support

The RingCentral environment is dynamic, success-driven, team-oriented and committed to providing world class service for its customers. Do you possess 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 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 catered lunch and breakfast on a daily basis as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.

Job Description:

Be a trusted resource to large, high visibility enterprise customers who have purchased Advanced Enterprise Support - conducting technical reviews and being a primary point-of-contact for complex technical inquiries.

Responsibilities

  • Apply expert knowledge of RingCentral services and VOIP technology
  • Maintain, troubleshoot and repair RingCentral’s solutions
  • Recommend network hardware, software and design elements
  • Answer difficult technical questions, solve technical problems and suggest appropriate workarounds
  • Proactively utilize network performance monitoring tools to isolate issues
  • Provide quick and accurate handling of support interactions – phone, screensharing, email
  • High touch service for Enterprise 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 the highest level of customer satisfaction and increase retention
  • Regularly achieve and exceed service level agreements and quality customer satisfaction targets
  • Create, maintain and improve processes and procedures for diagnosing and resolving voice quality issues
  • Identify product and services upsell opportunities and describe RingCentral solutions in a compelling way (STS)
  • Help develop and maintain customer facing and internal help articles
  • Communicate outage details to customers
  • Recommend network hardware, software and design elements
  • Manage escalated issues and collaborate with other internal departments to expedite resolution
  • Team with the CSM to ensure consistent messaging to the customer

Qualifications

  • Minimum 3+ years relevant work experience at a UCaas/SaaS company in a customer-facing position preferably in professional services, solutions, or technical account management role
  • Demonstrated ability and confidence in client-facing interactions
  • Ability to grasp the client’s technical needs and translate into solutions involving RingCentral products
  • Ability to communicate complex issues and technical problems clearly
  • Strong analytical skills regarding technical and project management issues
  • Demonstrated project management abilities
  • Excellent verbal and written communication skills