People Matter

Technical Onboarding Advisor



Manila, Philippines
Posted on Tuesday, March 12, 2024

About RingCentral/Acquire BPO

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.

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.

What we offer:

RingCentral offers perks and benefits for all aspects of your work/life:

  • Comprehensive HMO package (medical and dental)

  • Personal Time Off Leaves

  • Quarterly Performance Bonus

  • Employee Assistance and Wellness Programs

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 are looking for:

Technical Onboarding Advisor

A Technical Onboarding Advisor is responsible for assisting newly signed up customers in configuring basic account and phone system set up. A Technical Onboarding Advisor demonstrates expertise and proficiency in most of the skill sets utilized within the Contact Center. He/she adheres to schedules, guidelines, and requirements in accordance with the Company’s set policies and procedures.

To succeed in this role you must have experience in:

  • Receives transferred calls of newly signed up customers from Sales.

  • Sets expectations that the transaction is not a User Training but a basic account set up only.

  • Walks the customer through the Express Set Up, and probes for other basic account set up needs.

  • Configures basic user set up, such as Call Forwarding, Notifications, Greetings, etc.

  • Educates customers on VOIP readiness: Sends and ensures the use of the Network Configuration Checklist.

  • Provisions and sets up RC-supported desk phones .

  • Introduces new applications such as Desk Phones, Mobile App, Desktop App RC Meetings, and Glip by RC.

  • Positions the value of Implementation, and encourages customers to show up on their scheduled Implementation Appointments.

  • Confirms and/or schedules Implementation Appointments.

  • Walks customers through the Community Website and assists them with the sign up process.

  • Updates the Implementation Status, and documents the call in SFDC.

  • Ensures resolution and customer satisfaction, and gains agreement with the customer to close the case.

Desired Qualifications:

  • Completed at least 2nd year college in any related course.

  • Must have 2-3 years solid experience in Technical Support

  • Must have strong client management skills as the Implementation Advisor will work with cross-functional departments to ensure the customer or partner’s thorough onboarding experience.

  • Must be prepared to assume the following roles: part-technical guide, part-account manager, part-detective, and part-teacher.

  • Must be good at conveying how the system works to teach the client how to independently set up and configure the system in an ongoing capacity.

  • Must reach out to new customers via phone and/or email to book them for an implementation appointment.

  • Amenable in hybrid work arrangement

  • Amenable to report in Ortigas or Cubao

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