Technical Customer Support, Ring, Ring

Ring; South Carolina; Remote; USD 40,000 - 55,000; Full time

Job summary

Join a leading company as a Technical Customer Support representative, where you will deliver exceptional service to customers while solving technical issues related to their devices. The role requires excellent communication skills and the ability to handle complex problems effectively. You will be part of a dynamic team focused on enhancing customer experiences and ensuring customer satisfaction.

Qualifications

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

Responsibilities

• Provide prompt, efficient service by engaging directly with customers.
• Assist with device account and billing maintenance.

Skills

Customer Service

Technical Support

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 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

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 how they use Ring products to resolve their issues and maximize their investments
4. Act as an advocate for customers by reporting and addressing observed areas for improvement
5. Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions to enhance customer experience
6. Assist with customer communication and troubleshooting during Ring product launches
7. Work across the customer support spectrum to ensure consistent, high-quality support
8. Develop detailed knowledge of specific product lines and features
9. 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.

Basic Qualifications

• 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

Preferred Qualifications

• A 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

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit the provided link for more information.