People Matter

Technical Support Engineer



IT, Customer Service
Manila, Philippines
Posted on Monday, May 6, 2024

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 RingCentral

RingCentral, 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 notice

  • HMO coverage on Day 1 for the employee

  • HMO coverage after Day 90 for 3 free dependents

  • Personal Time Off

  • Performance-based incentives (e.g. MBO, commission, etc.)

  • Employee Assistance Program (EAP) under Workplace Options with free counseling sessions available 24/7

  • Mental Health support and unlimited free sessions with a Psychologist through Mind You

  • Meditation guidance through Headspace

  • Resources for parents and employees with special needs children through Whil

  • Fun wellness and employee engagement programs

Say hello to possibilities

It’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 Engineer

The 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 environments

  • Provide direct support to Contact Center customers as well as handling all escalated software related inquiries from customers, business partners, and vendors

  • Answer incoming calls, responding to customer emails and resolving escalated problems

  • Manage cases and or account escalations

  • Identify the underlying causes of problems, including problem identification and classification

  • Diagnose problems accurately and work to find appropriate solutions in a timely manner

  • Partner with customers to optimize the contact center software solution

  • Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization

  • Proactively do trend analysis to offer preventative solutions and eliminate recurring problems

  • Be cognizant of all known service outages and maintain awareness of all maintenance/software product changes that could impact customers

  • Work cross-functionally in a customer facing capacity, and coordinate with cross-functional departments

  • Participate in after-hours on-call shift rotation

  • Work within a 24x7x365 support environment

  • Job requirements are subject to change, based on management discretion

Minimum Requirements:

  • 6 months to 1 year of relevant experience

  • 1 year VOIP-related experience

  • 1 solid experience in Network Troubleshooting

  • Proficiency 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 Model

  • Strong verbal and written communication skills

  • Openness to work during night shifts and varied hours as per business requirements

  • Background in Technical Writing and Documentation

  • Willingness to work in Ortigas or Cubao

  • Open to Hybrid Work Arrangements

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