• Provide timely, efficient technical support with prompt responses to customer inquiries. • Troubleshoot and resolve customer issues via phone and other communication channels. • Follow up with customers post-troubleshooting to ensure full product functionality. • Build and maintain an internal knowledge base with useful guides and solutions. • Continuously refine and enhance the customer support process for better efficiency. • Reproduce customer-reported issues and escalate confirmed problems to the appropriate teams. • Participate in customer meetings when needed to troubleshoot and resolve issues directly.

• Provide Tier 2 support for RingCentral phone system issues, including desk phones, softphones, and mobile applications. • Perform user provisioning, phone number assignments, extension configuration, and call routing setup in RingCentral Admin Portal. • Troubleshoot audio quality issues, call forwarding problems, voicemail configuration, and integration issues. • Support desk phone deployments including Polycom, Yealink, and other RingCentral-compatible devices. • Configure auto-attendants, call queues, ring groups, and department extensions. • Assist with RingCentral integrations including Microsoft Teams, Salesforce, and other business applications. • Document RingCentral configurations, procedures, and troubleshooting steps in knowledge base. • Monitor system health, call quality reports, and user experience metrics. • Coordinate with RingCentral support for escalated technical issues and service incidents. • Train end users on RingCentral features and best practices. • Participate in after-hours maintenance windows and emergency support as needed. • Backup the primary VOIP administrator during absences and high-volume support periods.

Role Description We’re looking for a true ticket crusher. Someone who doesn’t just respond to issues—you hunt them down, figure them out, and close them out clean. This is a fast-paced MSP environment supporting multiple clients, multiple systems, and a steady stream of real-world problems that don’t always have clean answers. If you like bouncing between environments, figuring out why something broke, and being the person others go to when things get weird—you’ll fit here. What You’ll Do - Handle escalated support tickets across a variety of client environments - Troubleshoot issues across Microsoft 365, Windows, networking, and end-user systems - Own tickets from start to finish—no babysitting, no passing the buck - Jump between clients and tech stacks without missing a beat - Work closely with Tier 1 and Tier 3 to keep things moving and clients happy - Document fixes and patterns so the same issue doesn’t slow the team down twice - Spot recurring problems and think proactively, not just reactively Qualifications - MSP experience is required (you’ve supported multiple clients, not just one internal environment) - Strong troubleshooting instincts—you don’t panic when things break - Solid working knowledge of: - Microsoft 365 (Exchange, Teams, SharePoint basics) - Windows OS (desktop + server fundamentals) - Basic networking (DNS, DHCP, VPNs, firewalls) - Experience working in a ticketing system (bonus if you’ve used ConnectWise or similar) - Ability to prioritize and manage multiple tickets without getting buried - Clear communication—both with clients and internally Requirements - Must be based on the West Coast (Pacific Time Zone) - Fully remote (work from home) - Reliable internet and a professional home setup Benefits - Compensation: USD 65,000 - USD 75,000 yearly

• Supervise, mentor, and train Tier 2 technical support agents to meet call center goals. • Act as the escalation point for complex customer inquiries, ensuring prompt and effective resolution. • Develop and enforce call center policies and procedures aligned with corporate objectives. • Monitor performance metrics (e.g., response times, resolution times, customer satisfaction scores), prepare reports, and implement corrective actions when needed. • Lead special projects to enhance customer experience and drive process improvements. • Ensure adherence to quality assurance standards, service level agreements (SLAs), and internal/external response time expectations through regular call quality reviews and process improvements. • Collaborate with other departments to ensure seamless information sharing and resolve customer issues. • Identify areas for process and system improvements, driving efficiencies in handling technical support issues. • Create and maintain knowledge base articles and technical documentation for use by the team and end-users. • Track and report on key performance metrics such as ticket resolution times, first-call resolution, and customer satisfaction; analyze technical support trends and recommend improvements or additional training as needed. • Other duties as assigned.