Highlights:
- The Customer Support Team provides 24×7 technical support to RingCentral customers and partner customers.
- The mission of the team is to resolve current needs of the customers and set them up for success in the future.
- We provide training for the new hires, to ensure their smooth transition into a new role.
- Yordan Kirov, a recent team member, shares his impressions about the recruitment process and first days at work.
RingCentral Bulgaria consists of many professionals who ensure that our customers have the best experience with RingCentral. In this article we would like to introduce you to the Customer Support Team.
The Customer Support Team provides 24×7 technical support to RingCentral customers and partner customers. The team is the first point of technical support contact for RingCentral customers in the EU and UK and partners such as BT Cloud Work, Atos Unify, and Vodafone Business UC.
We provide support through phone calls, web cases and emails, addressing a wide range of queries from basic user setup questions to in-depth troubleshooting for systems that are not functioning as intended.
Our mission is to provide exceptional customer service by promptly resolving customer technical issues during the first interaction.
Our customers come to us with specific needs, and it’s our role to identify those needs and provide the best solution. We aim to not only resolve their current needs but also set them up for success in the future. We strive to be polite, friendly, and efficient, making the interaction as painless for our customers as possible.
For all new hires we provide 8 weeks of comprehensive hands-on training. The RingCentral enablement team delivers a combination of e-learning, live training, videos, exercises, and practice interactions.
During a typical shift, support agents spend most of their time assisting customers through inbound calls and emails. These interactions involve agents asking questions to understand why the customer contacted us and how we can help, reviewing their account, and either providing guidance on system configuration or directly working on the system, as needed. For customers reaching out via web/email, the process is similar. Additionally, throughout the week, agents participate in ongoing training, read knowledge articles, and engage in meetings with their peers and leadership team.
Our most successful candidates have the ability to connect with customers, ask probing questions to understand their needs, identify the root cause of the issue, and then take ownership of the problem to implement the solution. Experience with some level of technical support and direct customer support is required.
After I applied for the job, I first had an introductory interview with the recruitment team, then passed a quick test and met with my future manager. My first days were challenging, but the expertise and passion of the team kept me going and keeps inspiring me. What I find the most interesting about this job is that every day you will face something new that you haven’t seen before. It’s something that keeps me interested and always growing!
If you’d like to join our team — please check out our vacancies here. We’d love to hear from you!
Originally published Oct 30, 2024, updated Oct 31, 2024
