PS Expert Service Desk Specialist at RingCentral

Manila, Metro Manila, Philippines

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Communications, Cloud SoftwareIndustries

Master-level expertise of the RingCentral solution portfolio
Knowledge and understanding of best practices for implementing RingCentral Office
Implementation knowledge of additional RingCentral offerings scoped within the PS Engineering team such as AudioCodes, MS Teams Direct Routing, Device Custom Configurations, Bridge Operator Console, etc
Supports RingCentral and all RingCentral Partner Brands such as Telus, Avaya, AT&T, BT, Vodafone, Alcatel, Mitel, etc
Ability to use native API tools for builds
Knowledge of, or willingness to learn, the porting process and escalation paths
Basic knowledge of network terminology
Ability to troubleshoot RingCentral supported devices
Ability to provide analysis, support, and enhancement of RingCentral Office call flows
Demonstrate non-RC Product knowledge, such as Excel, Outlook, Smartsheets, Tableau, etc
Enterprise account exposure, strong troubleshooting and problem-solving skills, and excellent communication (written and verbal) interpersonal skills
Ability to review and adhere to partner’s and customer’s SOW (Statement of Work), and experience in supporting worldwide customers/partners
Be flexible with changing processes and schedule
Be available during US business hours Monday through Friday, with escalation support after hours as needed
Demonstrate ability to meet deadlines and handle multiple projects and cases

Be a champion for our partners, responding to their inquiries, build requests, and facilitating great customer service
Champion the partners' needs with porting and support escalations
Prioritize incoming partner requests based on level of urgency
Manage partner entitlements to ensure compliance and adherence to signed agreements
Provide weekly and monthly reporting on Expert Service Desk usage to assigned partners
Apply expert knowledge of RingCentral services, VoIP technology, networking, and hardware to answer partner questions
Support partner inquiries by leveraging relationships with cross-functional teams
Conduct Planning & Design Sessions as a PS Engineer for RingCentral PS Project implementation
Support additional RingCentral offerings scoped within the PS Engineering team such as AudioCodes, MS Teams Direct Routing, Device Custom Configurations, Bridge Operator Console, etc
Performs other tasks and duties assigned by Superiors or Managers
Support the Expert Service Desk program, other Partner Programs, and the PS Engineering Team to run PS Project Implementations