Technical Support Specialist Tier 1

Responsibilities

• Act as the first point of contact for enterprise and B2B customers regarding technical issues with products like RingEX, RingCX, and RingCentral Video.
• Provide tech-to-tech support to internal technical teams for global partners and wholesalers.
• Diagnose and troubleshoot VOIP and software issues via phone calls and web cases (email).
• Answer complex technical questions regarding phones, VOIP applications, phone trees, and video applications.
• Manage customer expectations and escalate unresolved issues to Tier 2 support, Fraud, or TelcoOps teams.
• Maintain detailed case notes and follow up with customers to ensure satisfaction and resolution.
• Assist in developing and maintaining internal and customer-facing help articles.

Requirements

• High School Graduate.
• Excellent English communication skills.
• C1/C2 level proficiency in French.
• Strong customer service orientation.
• Ability to work in a fast-paced, demanding, and team-oriented environment.
• Ability to work the night shift.
• Ability to work on-site at our Bulgaria office 4 days a week.

Benefits

• Well-coordinated professional team and opportunities for career growth.
• Additional Health and Life Insurance Package.
• Employee Assistance Program.
• 25 vacation days.
• Quarterly bonus based on internal targets.
• Digital Food Vouchers.
• Working Expenses Allowance.

About the Company

RingCentral is a leading provider of business cloud communications and contact center solutions. Our powerful global platform empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. We are committed to innovation and investing in AI-enabled technology to meet the evolving needs of our global customers.