Technical Customer Support, Ring, Ring

Ring; Town of Texas (WI); On-site; USD 45,000 - 55,000; Full time

Job summary

Join a leading company as a Technical Customer Support representative, where you'll provide exceptional service to customers. You'll solve technical issues, advocate for customer needs, and support product launches while maintaining a strong knowledge of Ring's offerings.

Qualifications

• 2+ years of customer service experience.
• 2+ years in technical support focused on customer success.
• 1+ year providing technical support for mobile devices.

Responsibilities

• Provide prompt, efficient, and detailed service to Ring customers.
• Work with customers to understand their use of Ring products and resolve issues.
• Maintain a detailed knowledge of specific product lines and features.

Skills

Customer Service

Communication

Problem Solving

Adaptability

Technical Support

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 comfortable handling ambiguity. The role requires professional, mature, and confident communication skills.

Key job responsibilities

1. Provide prompt, efficient, and 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, resolve issues, and maximize their investments.
4. Report and address observed areas for improvement as an advocate for customers.
5. Seek solutions to customer needs, communicate trends to leadership, and suggest innovative enhancements.
6. Assist with customer communication and troubleshooting during Ring product launches.
7. Maintain a detailed knowledge of specific product lines and features.
8. Handle various customer contact methods including chat, email, and voice calls.

A day in the life

Support customers with device needs, including account and billing maintenance, setup, and troubleshooting to ensure optimal device operation and account management. Diagnose and resolve complex problems while delivering exceptional customer service. The primary focus is handling voice interactions and guiding customers to resolutions, collaborating with other teams to identify 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., Linksys, D-Link, Google WiFi, ASUS).
• 2+ years working with firewall configurations, parental controls, and features related to service provider modems/routers, VPNs, and guest networks.
• 1+ year providing technical support for mobile devices (iOS, Android).
• Excellent verbal and written communication skills.
• Ability to work remotely and flexible hours, including weekends, nights, and holidays.

Preferred Qualifications

• Drive to explore system details to solve customer problems.
• Ability to document technical issues clearly for others.
• Enthusiasm for learning new technologies and helping customers succeed.
• Proven success in fast-paced support environments.
• Experience with Salesforce CRM.
• Experience with Eero, Ring-compatible devices, and security alarm systems.

Amazon is an equal opportunity employer committed to an inclusive culture. Support for workplace accommodations is available during the application and onboarding process. For more information, visit this link.