Note: The job is a remote job and is open to candidates in USA. Ring provides products and services supported by bilingual customer support representatives for Spanish- and English-speaking customers. The role delivers technical and account support, troubleshoots Ring devices and services, handles customer contacts across multiple channels, and collaborates with internal teams to resolve and escalate emerging issues.
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
- 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
- Dive deep to diagnose and resolve complex problems while providing an exceptional experience to our customers
- Handle voice interactions from our customers and guide them to the best possible resolution
- Work collaboratively with other Ring teams to identify, document, and escalate emerging issues
Skills
- • 2+ years of customer service experience
- • Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- • Experience with Microsoft Office products and applications
- • Speak, write, and read fluently in Spanish
- • Experience Delivering courteous and efficient support to external customers
- • Ability to identify and troubleshoot issues logically and efficiently
- • Willingness for continuous learning
- • 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
Benefits
- EAP starting Day 1 of employment
- Mental Health Support starting Day 1 of employment
- Medical Advice Line starting Day 1 of employment
- 401(k) matching starting Day 1 of employment
Company Overview