RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its off-shore partner Acquire Asia Pacific Philippines, Inc.About RingCentralRingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.What we offer:RingCentral offers perks and benefits for all aspects of your work/life:Hybrid Work Setup Arrangement until further noticeHMO coverage on Day 1 for the employeeHMO coverage after Day 90 for 3 free dependentsPersonal Time OffPerformance-based incentives (e.g. MBO, commission, etc.)Employee Assistance Program (EAP) under Workplace Options with free counseling sessions available 24/7Mental Health support and unlimited free sessions with a Psychologist through Mind YouMeditation guidance through HeadspaceResources for parents and employees with special needs children through WhilFun wellness and employee engagement programsSay hello to possibilitiesIt’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role.First, a little about us, we’re the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.We’re a $1.5 billion company that’s growing at 30+% annually and we’re expanding our Professional Services Team to make sure we stay ahead of the competition.We are hiring for: Contact Center Support EngineerThe Contact Center Support Engineer will play a key role in evaluating, troubleshooting, and quickly resolving technical concerns and questions with the product. CCS will provide support through various channels via phone, email, and chat. The ideal candidate will have in-depth knowledge with one or more of the following Call Center Solutions: Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.Principal Duties and Essential Responsibilities:Implement, troubleshoot, and support the Contact Center software solutions in a wide array of configurations and customer environmentsProvide direct support to Contact Center customers as well as handling all escalated software related inquiries from customers, business partners, and vendorsAnswer incoming calls, responding to customer emails and resolving escalated problemsManage cases and or account escalationsIdentify the underlying causes of problems, including problem identification and classificationDiagnose problems accurately and work to find appropriate solutions in a timely mannerPartner with customers to optimize the contact center software solutionContinually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organizationProactively do trend analysis to offer preventative solutions and eliminate recurring problemsBe cognizant of all known service outages and maintain awareness of all maintenance/software product changes that could impact customersWork cross-functionally in a customer facing capacity, and coordinate with cross-functional departmentsParticipate in after-hours on-call shift rotationWork within a 24x7x365 support environmentJob requirements are subject to change, based on management discretionMinimum Requirements:6 months to 1 year of relevant experience1 year VOIP-related experience1 solid experience in Network TroubleshootingProficiency in Programming Languages (JAVA, JavaScript, Python, etc.)Competency in Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)Understanding of networking theories and protocols, including TCP/IP and the OSI ModelStrong verbal and written communication skillsOpenness to work during night shifts and varied hours as per business requirementsBackground in Technical Writing and DocumentationWillingness to work in Ortigas or CubaoOpen to Hybrid Work ArrangementsBy completing your application for this role, you:Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunitiesHave read and agreed to our#LI-JS2
