Technical Customer Support Specialist at RingCentral

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, CommunicationsIndustries

Requirements

At Least High School Graduate
2+ years experience in customer focused/customer experience role
Strong technical troubleshooting skills, perseverance and patience
Experienced in VOIP technology including SIP, RTP, QoS, COS, codecs
Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc
Networking, IT or telecommunications certification is a plus – Network+ or equivalent is desirable
Experience supporting telecommunications, networking or Software-as-a-Service Products
Experience supporting contact center technologies
Ability to work efficiently in a highly demanding team-oriented and fast paced environment
Ability to communicate and empathize with all levels of customers – executives, end users, developers
Self-motivated with the ability to dive right in, be effective and make a difference

Responsibilities

Diagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain a stable integrated UC platform
Provides Enterprise level technical support to all Enterprise customers
Troubleshoots and reproduces customer technical issues to resolution and/or escalates
Applies expert knowledge of RingCentral services and VOIP technology
Responsible for training customer administration of RingCentral platform
Answers complex technical questions and offers workarounds for customer networks
Provides quick and accurate handling of support interactions – phone, screen sharing and email
Follows up with customers, ensuring customer is up to date and satisfied with resolution
Responds promptly to escalations while keeping detailed case notes
Manages customer expectations and experience to deliver high customer satisfaction and increase retention
Regularly achieves and exceeds service level agreements and quality customer satisfaction targets
Remain current on software defect and upgrades
Manage escalated issues and collaborate with other internal departments to expedite resolution
Help develop and maintain customer facing and internal help articles

Skills

Key technologies and capabilities for this role

VoIPTroubleshootingUnified CommunicationsTechnical SupportCustomer SupportScreen SharingEscalation ManagementPhone SupportEmail Support

Questions & Answers

Common questions about this position

What is the salary for this Technical Customer Support Specialist position?

This information is not specified in the job description.

Is this role remote or onsite, and what is the work arrangement?

The position requires working onsite with a flexible work arrangement under a hybrid setup.

What technical skills are required for this role?

Required skills include strong technical troubleshooting, experience in VOIP technology (SIP, RTP, QoS, COS, codecs), and knowledge of network troubleshooting (LAN/WAN, Routers, Firewalls, Switches, PBX, TCP/IP, DNS). Networking, IT, or telecommunications certifications like Network+ are a plus.

What is the work environment like at Acquire BPO for this role?

The role is in a highly demanding, team-oriented, and fast-paced environment.

What qualifications make a strong candidate for this position?

Strong candidates have at least 2+ years in customer-focused roles, VOIP and networking knowledge, technical troubleshooting skills, perseverance, patience, and the ability to communicate empathetically with all customer levels while thriving in a fast-paced team environment.