Technical Customer Support Specialist

Technical Customer Support Specialist Say 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 a Technical Customer Support Specialist

• Apply knowledge of RingCentral services, VOIP technology, and networking hardware and software. Provide technical support to RingCentral’s customers.
• Troubleshoot and repair RingCentral’s solutions. Understand the network architecture required to support RingCentral’s VoIP services.
• Recommend network hardware, software, and design elements.
• Answer technical questions, solve technical problems, and suggest appropriate workarounds.
• Provide quick and accurate handling of support interactions – phone, chat, screen sharing & email.
• Handle and resolve customer inquiries, questions, complaints, and billing concerns with the highest degree of courtesy and professionalism utilizing all resources available given to Tier 1 Representatives.
• Offer alternative solutions when appropriate or effectively escalate if the issue is beyond the representative’s training and scope of responsibility to resolve the customer’s concerns in adherence to processes and procedures set forth by the program in handling customer issues.
• Ensure thorough documentation of all customer transactions.
• Provide support to all RingCentral brands (RC Direct, GSP, and other partner brands) via multiple channels - Voice, Chat, Email/Web.
• Adhere to schedules, guidelines, and requirements in accordance with the Company’s set policies and procedures.
• Adhere to quality and performance requirements as set by the business aligned with the periodic performance evaluation, must be willing to undergo further training and assessment if the business needs.
• Attend and complete all training provided as scheduled, and meet the necessary assessment score.
• Must be willing to be assigned/ reassigned to different groups as needed by the business.
• Must be flexible and open to shifting schedules as the business needs.

• At Least High School Graduate.
• At least 1 year of working experience in Technical Support is required for this position.
• Excellent English communication skills.
• Basic Knowledge on VOIP, networking, and Telco.
• Strong customer service orientation.
• Experience configuring, updating, and supporting VOIP solutions in a multi-location environment is a plus.
• Ability to work efficiently in a highly demanding, team-oriented, and fast-paced environment.
• Networking, IT or telecommunications certification is a plus.
• Applicants must be amenable to work on shifting schedules onsite and remotely depending on the business requirements.
• Above-average typing speed.

• Work Onsite / Flexible work arrangement (Hybrid Setup).
• Comprehensive HMO package (medical and dental).
• Personal Time Off Leaves.
• Performance Incentive (Commissions).
• Employee Assistance and Wellness Programs.

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