About the role

Professional Services UC Engineer at RingCentral providing training and support for cloud-based systems. Collaborating with teams to ensure successful project implementations and client satisfaction.

Responsibilities

Perform Build work for ProServ contracts partnering with Unified Client and Contact Center Project Managers
Teach customers how to initially setup their RingCentral account and all the items included within
Determine the causes of client pain-points and eliminate them where they hide
Review, teach and explain complicated call routing and how to set it up in an environment where there are five possible ways to achieve the same goal
Guide clients through a new world of web-based user interfaces, mobile apps, and computer-based software configurations
Excellent communication and collaboration skills internally and client facing
Time Management: ensuring your calendar’s appointments are scheduled, able to track issues and questions that come up, and keeping detailed notes of what has happened throughout the entire process
Scheduling skills are required as a typical day could include 5 to 6 meetings, while juggling phone calls, answering emails and updating notes in between each meeting can occur
Ability to handle escalated issues and know when to escalate issues that require immediate attention
Review, teach and explain what data we need collected and how it needs to be received

Strong technical understanding of the RingCentral solution portfolio
Experience in handling Unified Communications platform
Experience with porting telephone numbers (preferred)
Strong and effective customer communication skills
Experience working with Salesforce.com
Must possess strong analytical skills with the ability to identify, analyze, interpret and solve both practical as well as highly complex problems
Must possess excellent computer skills including extensive spreadsheet knowledge, and word processing
Windows based software and Excel required
Experience in Microsoft Word, Excel, PowerPoint, and MS Project preferred
3+ years in customer focused role – post sales technical support
Desired background of the contact center platform and tools (e.g InContact, Five9)
Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
Self-motivated with the ability to dive right in, be effective and make a difference
Occasional on-call after-hours work may be required as needed

Comprehensive medical, dental, vision, disability, life insurance
Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
Voluntary supplemental health coverage and life insurance
401K match and ESPP
Paid time off and paid sick leave
Paid parental and pregnancy leave
Family-forming benefits (IVF, Preservation, Adoption etc.)
Emergency backup care (Child/Adult/Pets)
Employee Assistance Program (EAP) with counseling sessions available 24/7
Free legal services that provide legal advice, document creation and estate planning
Employee bonus referral program
Student loan refinancing assistance
Employee 1:1 coaching, perks and discounts program