Technical Customer Support SpecialistSay hello to possibilities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).It’s not everyday that you consider starting a new career. We’re Acquire BPO, and we’re happy that someone as talented as you is considering this role. First, a little about our client, RingCentral is a $2 billion global leader in cloud-based communications and collaboration software. RingCentral is 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 currently looking for: Technical Support SpecialistDiagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain a stable integrated UC platform.Provides Enterprise level technical support to all Enterprise customersTroubleshoots and reproduces customer technical issues to resolution and/or escalatesApplies expert knowledge of RingCentral services and VOIP technologyResponsible for training customer administration of RingCentral platformAnswers complex technical questions and offers workarounds for customer networksProvides quick and accurate handling of support interactions – phone, screen sharing and emailFollows up with customers, ensuring customer is up to date and satisfied with resolutionResponds promptly to escalations while keeping detailed case notesManages customer expectations and experience to deliver high customer satisfaction and increase retentionRegularly achieves and exceeds service level agreements and quality customer satisfaction targetsRemain current on software defect and upgradesManage escalated issues and collaborate with other internal departments to expedite resolutionHelp develop and maintain customer facing and internal help articlesDesired Qualifications:At Least High School Graduate2+ years experience in customer focused/customer experience roleStrong technical troubleshooting skills, perseverance and patienceExperienced in VOIP technology including SIP, RTP, QoS, COS, codecsKnowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc.Networking, IT or telecommunications certification is a plus – Network + or equivalent is desirable.Experience supporting telecommunications, networking or Software-as-a-Service ProductsExperience supporting contact center technologiesAbility to work efficiently in a highly demanding team-oriented and fast paced environmentAbility to communicate and empathize with all levels of customers – executives, end users, developersSelf-motivated with the ability to dive right in, be effective and make a differenceWhat we offer:We offer all the work/life benefits you could ever want, (and none of the micromanagement.)Work Onsite / Flexible work arrangement (Hybrid Setup)Comprehensive HMO package (medical and dental)Personal Time Off LeavesPerformance Incentive (Commissions)Employee Assistance and Wellness ProgramsRingCentral’s Global Service and Support team leads the post-sale experience for it’s customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As it’s customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: RingCentral is committed to hiring and retaining great people because you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.About RingCentral/Acquire BPORingCentral, 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 offshore partner Acquire Asia Pacific Philippines, Inc.Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.Acquire BPO 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.By 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 ourRingCentral, 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.#LI-JS8
