Technical Customer Support, Ring, Ring

Ring; South Carolina; Remote; USD 40,000 - 60,000; Full time

Job summary

Join a leading company as a Technical Customer Support representative, where you will provide exceptional support to customers, resolve technical issues, and advocate for customer needs. Ideal candidates are adaptable, excellent communicators, and problem solvers. This role requires a strong technical background and the ability to work flexible shifts.

Qualifications

• 2+ years of customer service experience.
• 2+ years in technical support focused on customer success.

Responsibilities

• Provide prompt, efficient, detailed service to customers.
• Diagnose and resolve complex problems while guiding customers.

Skills

Customer Service

Communication

Problem Solving

Tools

Microsoft Office

Salesforce CRM

Job description

Join to apply for the Technical Customer Support, Ring, Ring role at Ring

Description

At Ring, our Technical Customer Support (CS) representatives deliver timely, accurate, and professional general and technical support to all Ring customers. The team seeks driven individuals capable of solving customer issues while providing a positive experience. Customer Support representatives are technically savvy problem-solvers focused on customer account security. Ideal candidates are excellent listeners, adaptable to change, quick learners, critical thinkers, and able to handle ambiguity. Professionalism, maturity, and self-confidence are essential for communication.

Key job responsibilities

1. Provide prompt, efficient, detailed service by engaging directly with Ring's customers
2. Serve as a voice and advocate for customers when concerns are surfaced
3. Work with customers to understand their use of Ring products to resolve issues and maximize their investments
4. Report and address observed areas for improvement as a customer advocate
5. Seek solutions to customer needs, communicate trends to leadership, and suggest innovative improvements
6. Assist with communication and troubleshooting during Ring product launches
7. Ensure consistent, high-quality support across the customer support spectrum
8. Develop detailed knowledge of specific product lines and features
9. Handle various customer contacts including chat, email, and voice calls

A day in the life

Support customers with device needs, including account and billing maintenance, setup, and troubleshooting. Diagnose and resolve complex problems, guiding customers to resolutions while providing an exceptional experience. Collaborate with other teams to identify, document, and escalate issues.

Basic Qualifications

• 2+ years of customer service experience
• Experience with Microsoft Office applications
• 2+ years in technical support focused on customer success
• 2+ years supporting consumer WiFi/mesh networking platforms (e.g., Google WiFi, ASUS)
• 2+ years working with firewall configurations, parental controls, VPNs, and guest networks
• 1+ year supporting mobile devices (iOS, Android)
• Excellent verbal and written communication skills
• Ability to work remotely
• Willingness to work flexible shifts, including weekends, nights, and holidays

Preferred Qualifications

• Drive to analyze systems and resolve customer problems
• Ability to document issues clearly for others
• Technical curiosity and enthusiasm for learning new technologies
• Experience in fast-paced support environments
• Experience with Salesforce CRM
• Experience with Eero, Ring devices, and security alarm systems

Amazon is an equal opportunity employer. For workplace accommodations, visit https://amazon.jobs/content/en/how-we-hire/accommodations.