At Ring, our Technical Customer Support (CS) representatives deliver timely, accurate, and professional general and technical support to all Ring customers. The team is looking for driven individuals who are up to the challenge of solving customer issues while providing a positive customer experience. Customer Support representatives are technically savvy problem-solvers with a focus on customer account security. An ideal candidate would be an excellent listener, handle change easily, be a quick learner and critical thinker, and be able to handle ambiguity. The position requires the ability to communicate professionally, with maturity and self-confidence.
Key job responsibilities
Provide prompt, efficient, detailed service by engaging directly with Ring's customers
Serve as a voice and advocate for customers when concerns are surfaced
Work with customers to understand how they use Ring products to resolve their issues and maximize their investments
Act as an advocate for customers by reporting and addressing observed areas for improvement
Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions to enhance customer experience
Assist with customer communication and troubleshooting during Ring product launches
Work across the customer support spectrum to ensure consistent, high-quality support
Develop detailed knowledge of specific product lines and features
Handle various types of customer contact including chat, email, inbound and outbound voice calls
A day in the life
Ring Technical Customer Support assists customers with their device needs. You will support customers with device account and billing maintenance, account and device setup, and technical troubleshooting daily to ensure their devices are operating as expected and customer accounts are in order. Your troubleshooting abilities will be put to the test as you dive deep to diagnose and resolve complex problems while providing an exceptional experience to our customers. Your primary responsibility will be handling voice interactions from our customers and guiding them to the best possible resolution. Additionally, you will work collaboratively with other Ring teams to identify, document, and escalate emerging issues.2+ years of customer service experience
Experience with Microsoft Office products and applications
2+ years of experience in technical support focused primarily on customer success
2+ years of experience supporting consumer WiFi/mesh networking platforms (Linksys, D-Link, Google WiFi, ASUS)
2+ years of experience working with firewall configurations, parental controls, and commonly enabled features associated with service provider modems/routers, services, VPNs, and guest networks
1+ year providing technical support for mobile devices and platforms (iOS, Android)
Excellent verbal and written communication skills
Ability to work remotely
Willingness to work a flexible schedule/shift and in various work areas, including weekends, nights, and holidays
Hours are 24/7; schedules are subject to change based on business needsA drive to dig into the details of systems and processes to solve customer problems
Ability to document technical customer issues in notes that are easily understood by other users
Technical curiosity and enthusiasm for learning new technologies and helping customers succeed
Proven success working in a fast-paced support environment
Experience using Salesforce CRM
Experience working with Eero, Ring-compatible devices, and security alarm systems.
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