People Matter

Technical Support- Tier2

RingCentral

RingCentral

IT, Customer Service
Manila, Philippines
Posted on Wednesday, May 29, 2024

Technical Support- Tier2

Say hello to opportunities 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+ annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. They invest more than $250 million annually to ensure their AI-enabled technology and platforms meet or exceed the needs of customers.

RingSense AI is RingCentral’s proprietary AI solution. It’s designed to fit the business needs of customers, orchestrated to be accurate and precise, and built on the same open platform principles that RingCentral applies to their core software solutions.

This is where you and your skills come in. We’re currently looking for:

Technical Support-Tier 2 reviews a support request received through phone, chat, or email from a client’s end-user or a Tier 1 organization and assesses the nature of the issue, the reproducibility of the issue, and the remediation steps taken. The RC App Specialist continues troubleshooting that may include inspection of devices such as (Smartphone apps, Desktop Computer app & Web App configurations).

The main responsibilities are but are not limited to root cause identification and remediation of problems or installation of a workaround.

Technical Support-Tier 2 either resolves the issue or prepares the issue for escalation to the Tier 3 organization. The RC App Specialist communicates with customers using web-based tools and follows grammar rules. Demonstrates continued and consistent proficiency in most of the skill sets utilized with the Call Center. Adheres to schedules, guidelines, and requirements in accordance with the Company’s policies and procedures.

The essential functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following:

  • Provides support and consultation to Tier 1 agents. A general inquiry about the following:

  • Troubleshooting/modification/installation steps needed are available on the support site;

  • RingCentral application issues related to but not limited to the following.

  • System Requirements for RC Applications

  • Recommended headset for RC Applications

  • Break/fix and new features/Request for RC Applications

  • Handles escalated calls/chats/web emails from Tier 1 agents that are app-related

  • Provides highly technical and advanced troubleshooting skills to resolve customer’s concerns

  • Conducts callbacks to follow-up resolution of customer issues

  • Is updated on the group decisions about current/possible bugs (Email, RC411/RC911)

  • Works on special duties (Integrations within the RC App platform (Break-fix), UID conflict error/login error, Duplicate users/user has a pseudo email address, Navigation issues on the mobile or computer platform, Installation issues, Lost profile or chat history, App notifications and App incoming call issues)

  • Knowledgeable in checking Jira

ESSENTIAL REQUIREMENTS:

  • Reports and submits (Call logs, Application logs, Device logs), Har file, product issues encountered, and all other reports that will be required by the developers, Tier 2, Tier 3, engineering, and Product Teams

  • Works with developers, Tier 2, Tier 3, engineering, and Product teams to resolve technical issues

  • Works on other tasks that are given to you by the Executive/Management Team (Manager on duty)

DESIRED QUALIFICATIONS:

  • Strong verbal and written communication skills in English

  • Strong time management and organizational skills

  • 2 years of collegiate education is required

  • Practical knowledge of Advanced Networking Fundamentals and the latest technologies in the field

  • Practical knowledge in Network Connectivity, Computer Hardware and Software

  • At least 2 years of working experience handling escalations call

  • Above average Knowledge of the following (Desktop Computer Windows and Mac, Mobile phones Android and IOS settings) Applies logical thinking to come up with a conclusion with structure, relationships between facts, and chain of reasoning

  • Strong customer service orientation

  • Ability to work efficiently in a highly demanding, team-oriented, and fast-paced environment

  • Experience in reading application logs is a plus

  • Experience configuring, updating and supporting VOIP solutions in a multi-location environment is a plus

  • Networking, IT or telecommunications certification is a plus

What we offer:

  • Comprehensive HMO package (medical and dental)

  • Paid time off and paid sick leave

  • Quarterly Performance Bonus

  • Employee Assistance and Wellness Programs

RingCentral’s Solutions Engineering team uses expert knowledge of our platform to help new and existing clients create custom solutions that make the most of our technology.

RingCentral is the #1 global cloud-based communications provider because it is not just selling solutions; it is enabling human connections. That’s why RingCentral is the largest and fastest-growing pure-play provider in its space.

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: RingCentral is recognized as the Best Place to Work by Glassdoor, the Top Work Culture by Comparably and RingCentral holds local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.

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 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.

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