Ring’s Triage OPS team is in need of dedicated, knowledgeable, and resourceful team members to join our Arizona-based team tasked with relentlessly pursuing customer satisfaction with our products and support services.
Available positions are from approximately 8 PM to 7 AM MST.
Triage OPS Analyst, Ring
Key job responsibilities
– Investigate individual reports of customer-reported issues and provide resolutions, feedback, and/or escalation of their issue
– Monitor for, report, document, and process critical issues including mass communications to the wider team
– Dive deep to create and maintain trending issues reported through various communication streams
– Verify open trending issue examples reported by Customer Support
– Provide support for team members across the organization via slack, email, work tickets, and other communication streams
– Utilize analytics to investigate, scope, and report on trending issues
– Develop methods, strategies and tools for issue investigations and tasks
– Document and report on issues in writing and verbally across varying audiences
– Collaborate with Customer Support teams, technical teams, management, and customers on a regular basis
– Continued learning and skill development to meet increasing demands
– Drive visibility and prioritization of issues based on group assignment
– Self-manage prioritization of time and tasks
A day in the life
– Review and monitor incoming customer reports to identify and track developing and trending issues across all products, systems, and services
– Utilize analytics to investigate, scope and report on escalated issues
– Facilitate communication between engineering and development teams to manage end to end issue resolution
– Provide technical support and consultation for team members at all levels of the organization
– Facilitate critical communications internally across all departments and externally when appropriate
– Work with stakeholders from various teams to identify pain points and implement process improvements and SOPs throughout the company
About the team
The Triage OPS team is dedicated and focused on discovering, reporting, and facilitating
solutions for any issues that may affect our customers. We dig deep into problems to unearth their roots and swiftly address them, ensuring seamless experiences for all.
The Triage OPS team works with Ring's customer service, engineering, and development teams to provide a better experience for our customers. Through collaboration and a commitment to learning and being curious, we continuously enhance our understanding and capabilities, striving for excellence in every aspect of our service.
We are open to hiring candidates to work out of one of the following locations:
Virtual Location – AZ | Virtual Location – FL | Virtual Location – PA
BASIC QUALIFICATIONS
– 2+ years of technical/customer support, data analytics, or similar experience
– 6+ months in an escalation, specialty, or leadership role
– Advanced technical support knowledge
– Strong time management skills and prioritization capabilities
– Deep understanding and connection to Ring’s core values, purpose, and mission
– Organized self-starter and able to begin and follow through with tasks with minimal supervision
– Excellent communication skills: written, spoken, and in one-to-one and group settings
PREFERRED QUALIFICATIONS
– SQL or Splunk knowledge
– Experience with Microsoft Office suite