Technical Support Specialist

hace 4 días


Valle de Bravo, México Nezda Technologies Inc. A tiempo completo
Technical Support Representative L2 Job Description

Embark on a journey of success with Nezda Technologies Inc. as a Technical Support Representative L2 for VOIP/Telephony Account.

Key Responsibilities:
  • Diagnose and troubleshoot all RingCentral Unified Communications (UC) issues and assist customers to maintain a stable integrated UC platform.
  • Provide Enterprise-level technical support to all Enterprise customers.
  • Troubleshoot and reproduce customer technical issues to resolution and/or escalate.
  • Apply expert knowledge of RingCentral services and VOIP technology.
  • Responsible for training customer administration of RingCentral platform.
  • Answer complex technical questions and offer workarounds for customer networks.
  • Provide quick and accurate handling of support interactions phone, screen sharing, and email.
  • Follow up with customers, ensuring customer is up to date and satisfied with resolution.
  • Respond promptly to escalations while keeping detailed case notes.
  • Manage customer expectations and experience to deliver high customer satisfaction and increase retention.
  • Regularly achieve and exceed service level agreements and quality customer satisfaction targets.
  • Remain current on software defect and upgrades.
  • Manage escalated issues and collaborate with other internal departments to expedite resolution.
  • Help develop and maintain customer-facing and internal help articles.
Work Setup:

Night Shift

Onsite/RTO (2-3x per day onsite)

Location: Both Ortigas and Cubao (non-negotiable)

Salary and Benefits:

35,000 package basic, non-negotiable + 20% night differential + On top Lucrative Allowances after 6 months and Benefits (to be discussed during initial interview)



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