{"id":40413,"date":"2020-07-01T00:00:00","date_gmt":"2020-07-01T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/winningtogether-sitting-apart-how-ringcentrals-global-service-support-team-keeps-service-levels-and-spirits-high-in-the-age-of-covid-19\/"},"modified":"2025-03-13T06:40:27","modified_gmt":"2025-03-13T13:40:27","slug":"winningtogether-sitting-apart-how-ringcentrals-global-service-support-team-keeps-service-levels-and-spirits-high-in-the-age-of-covid-19","status":"publish","type":"post","link":"\/us\/en\/blog\/winningtogether-sitting-apart-how-ringcentrals-global-service-support-team-keeps-service-levels-and-spirits-high-in-the-age-of-covid-19\/","title":{"rendered":"#WinningTogether, sitting apart: how RingCentral\u2019s Global Service &amp; Support team keeps service levels and spirits high in the age of COVID-19"},"content":{"rendered":"<p><span style=\"font-weight: 400;\"> RingCentral Global Service and Support is all about the customer\u2014devoted to making sure every customer\u2019s need is met, and that they\u2019re able to use our products effectively and easily. GSS team members serve as our customers\u2019 central post-sale point of contact, championing their needs, sharing product knowledge, providing solutions and building relationships.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">GSS is the ultimate teamwork situation &#8211; every customer\u2019s needs and issues are different. So even if you\u2019re a subject matter expert, having the experience and knowledge of your team at your back is critical to delivering the right solution at the right time.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s a challenging job on a normal day. Add in the fact that the vast majority of our team and our customers\u2019 employees are now working from home, and the game completely changes.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A cross-section of GSS team members gave us the scoop on how RingCentral GSS is delivering for our customers\u2014and each other, in a year that\u2019s been tougher than any we\u2019ve ever seen.\u00a0<\/span><\/p>\n<ul>\n<li><b>Abby Bearden &#8211; <\/b><span style=\"font-weight: 400;\">Global Contact Center Tier 3 Engineer,<\/span> <span style=\"font-weight: 400;\">\u00a0RingCentral Denver<\/span><\/li>\n<li><b>David Burke &#8211; <\/b><span style=\"font-weight: 400;\">Global Enterprise Engineer, <\/span><span style=\"font-weight: 400;\">\u00a0RingCentral Denver<\/span><\/li>\n<li><b>Scott Riney &#8211; <\/b><span style=\"font-weight: 400;\">Global Senior Tier 3 Technical Support Engineer, RingCentral Denver<\/span><\/li>\n<li><b>Onyx<\/b><span style=\"font-weight: 400;\"> &#8211; a cat.<\/span><\/li>\n<\/ul>\n<p><b>Q: <\/b><span style=\"font-weight: 400;\">What\u2019s changed most for your customers during this crisis?\u00a0<\/span><\/p>\n<p><b>David:<\/b><span style=\"font-weight: 400;\"> \u201cJust before the pandemic began, we launched RingCentral Video &#8211; an entirely new product. So we still have customers using RingCentral Meetings, which is powered by Zoom, and then we have customers who are on RingCentral Video. There are of course some differences between the two platforms and customers have different issues, depending on what platform they&#8217;re on. So challenges do come up.\u201d<\/span><\/p>\n<p><b>Abby: <\/b><span style=\"font-weight: 400;\">\u201cYou\u2019ve got people using RingCentral Video for the first time\u2014getting used to an entirely new ecosystem, and of course, they\u2019re doing it from home.\u201d\u00a0<\/span><\/p>\n<p><b>Scott: <\/b><span style=\"font-weight: 400;\">\u201c<\/span> <span style=\"font-weight: 400;\">We saw a surge in use of the videoconferencing products, so we\u2019re seeing a lot of cases related to that. I was expecting to see more issues related to people working at home for the first time, but what I saw were cases related to using webinars and meeting products as a replacement for face to face meetings<\/span><b>.<\/b><span style=\"font-weight: 400;\">\u201d<\/span><\/p>\n<p><b>Onyx:<\/b><span style=\"font-weight: 400;\"> \/<\/span><i><span style=\"font-weight: 400;\">appears on camera; looks annoyed with Scott\u2019s mouse.<\/span><\/i><\/p>\n<p><b>Q: <\/b><span style=\"font-weight: 400;\">What challenges are your team facing during this crisis?\u00a0<\/span><\/p>\n<p><b>David: \u201c<\/b><span style=\"font-weight: 400;\">Well, everyone&#8217;s working from home. There\u2019s three of us at home; we\u2019re all using the internet and \u2026that brings the challenges of bandwidth. I\u2019m running a 60-foot ethernet cord across the house. It\u2019s actually a solution I\u2019ll occasionally share with clients. A lot of their issues are home office\/bandwidth related, too.\u201d<\/span><\/p>\n<p><b>Abby: <\/b><span style=\"font-weight: 400;\">\u201cAnd remember, we have partners. Some of them had pre-existing issues, so we\u2019re trying to navigate those as well. So moving to an all-virtual situation can exacerbate things a little bit.\u201d\u00a0<\/span><\/p>\n<p><b>Scott:<\/b><span style=\"font-weight: 400;\"> \u201cIt was kind of a jarring transition psychologically. You know, I had the tools I needed; I had the office that I needed, but just getting used to working from home every day, it kind of changes the rhythm of my life. Those things took a couple weeks to get used to.\u201d<\/span><\/p>\n<p><b>Onyx:<\/b> <i><span style=\"font-weight: 400;\">\/seems either delighted or annoyed to have Scott home all the time. Possibly both<\/span><\/i><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><b>Q: <\/b><span style=\"font-weight: 400;\">Having to work from home via the RingCentral platform gives you a customer\u2019s-eye view. Has that changed your approach at all? Do you actually miss the office?<\/span><\/p>\n<p><b>Abby: \u201c<\/b><span style=\"font-weight: 400;\">I think it\u2019s forcing my colleagues to become more confident in their troubleshooting skills, because we\u2019re not right there to walk them through things.\u201d<\/span><\/p>\n<p><b>Scott:<\/b><span style=\"font-weight: 400;\"> \u201cMy team has made a lot of use of the RingCentral app to stay in touch. And people are pretty responsive when we use it. So, I almost feel like I&#8217;m still in the office because I know everybody is still there, and still available. And I don&#8217;t have this sense of being out here by myself.\u201d<\/span><\/p>\n<p><b>David: <\/b><span style=\"font-weight: 400;\">\u201cIt forces you to work other troubleshooting muscles. It\u2019s kind of like you take away one of the senses and the other senses get stronger. I&#8217;ll be really interested to see when we get back to the office to see how we\u2019ve all grown as a team.\u201d<\/span><\/p>\n<p><b>Abby:<\/b><span style=\"font-weight: 400;\"> \u201cI think we have a lot more unity than when we did when we were actually physically in the office. We are creating more efficient processes which are great. It&#8217;s cool to see the culture that everybody loves about RingCentral doesn&#8217;t just exist in the office, but at home in team meetings and stuff like that.\u201d<\/span><\/p>\n<p><b>David: \u201c<\/b><span style=\"font-weight: 400;\">The team is just fantastic. Everyone is really supportive and we&#8217;re all on the same team. I\u2019m not just saying it\u2014we <\/span><i><span style=\"font-weight: 400;\">really<\/span><\/i><span style=\"font-weight: 400;\"> are. I mean, our caseload has doubled exponentially. And that can be stressful. However, leadership does their best to keep us from getting burnt out. My manager reached out to me and actually said, \u201cHey, I see you\u2019ve got a ton of tickets; if you want I\u2019ll take you out of the call queue for a couple hours so you can work on the caseload.\u201d \u201cAnd I truly appreciate that. I&#8217;m really proud to be a part of the team.\u201d<\/span><\/p>\n<p><b>Scott:<\/b><span style=\"font-weight: 400;\"> \u201cI was a frequent participant in the RingCentral Pets group, the RingCentral Moto Club for motorcyclists, the RingCentral Denver group and follow our Black Lives Matter group. So you\u2019d think it would be extra-lonely working from home, but with the tools we have, I\u2019m able to stay connected to people with diverse interests from all over the country and the world.\u201d\u00a0<\/span><\/p>\n<p><b>Onyx:<\/b> <i><span style=\"font-weight: 400;\">\/begins smacking Scott in the face with his tail.\u00a0<\/span><\/i><\/p>\n<p><b>Q: <\/b><span style=\"font-weight: 400;\">OK, Scott, we have to know &#8211; who\u2019s the cat?\u00a0<\/span><\/p>\n<p><b>Scott:<\/b><span style=\"font-weight: 400;\"> \u201cThat\u2019s Onyx. He\u2019s 14.\u201d\u00a0<\/span><\/p>\n<p><b>Q: <\/b><span style=\"font-weight: 400;\">Is he trained to deliver Tier-3 support?<\/span><\/p>\n<p><b>Scott:<\/b><span style=\"font-weight: 400;\"> \u201cDefinitely not. Serious attitude problem. Not a team player <\/span><i><span style=\"font-weight: 400;\">at all.<\/span><\/i><span style=\"font-weight: 400;\">\u201d\u00a0<\/span><\/p>\n<p><b>Onyx:<\/b> <i><span style=\"font-weight: 400;\">\u201c<\/span><\/i><span style=\"font-weight: 400;\">Mrow.\u201d\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">No one\u2019s ever seen an environment like 2020 before. But with the right technology and a culture built around people who truly care about one another\u2019s success, the RingCentral GSS team is able to not only adapt, but thrive.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We believe #winningtogether is more than a catchphrase\u2014it\u2019s an idea we bring to the office every day*, no matter where the office happens to be.\u00a0<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">*Feline results may vary.<\/span><\/i><\/p>\n","protected":false},"excerpt":{"rendered":"<p>RingCentral Global Service and Support is all about the customer\u2014devoted to making sure every customer\u2019s need is met, and that they\u2019re able to use our products effectively and easily. GSS team members serve as our customers\u2019 central post-sale point of contact, championing their needs, sharing product knowledge, providing solutions and building relationships.\u00a0 GSS is the &#8230;<\/p>\n","protected":false},"author":769,"featured_media":40414,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18885],"tags":[],"class_list":["post-40413","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ringcentral-newsdesk"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>#WinningTogether, sitting apart: how RingCentral\u2019s Global Service &amp; Support team keeps service levels and spirits high in the age of COVID-19 | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"RingCentral Global Service and Support is all about the customer\u2014devoted to making sure every customer\u2019s need is met, and that they\u2019re able to use our\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/winningtogether-sitting-apart-how-ringcentrals-global-service-support-team-keeps-service-levels-and-spirits-high-in-the-age-of-covid-19\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"#WinningTogether, sitting apart: how RingCentral\u2019s Global Service &amp; 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