Technical Onboarding Advisor at RingCentral

Manila, Metro Manila, Philippines

Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Communications, SaaS, Contact CenterIndustries

2-3 years solid experience in Technical Support
Strong client management skills
Ability to work with cross-functional departments
Prepared to assume roles of part-technical guide, part-account manager, part-detective, and part-teacher
Good at conveying how the system works to teach clients independent setup and configuration
Ability to reach out to new customers via phone and/or email to book implementation appointments
Completed at least 2nd year college in any related course (desired)
Openness to work during night shifts and varied hours
Willingness to work in Ortigas or Cubao

Assist newly signed up customers in configuring basic account and phone system setup
Demonstrate expertise and proficiency in Contact Center skill sets
Adhere to schedules, guidelines, and requirements per company policies and procedures
Receive transferred calls from Sales for newly signed up customers
Set expectations that the transaction is basic account setup, not user training
Walk customers through Express Set Up and probe for other basic needs
Configure basic user setup (e.g., Call Forwarding, Notifications, Greetings)
Educate on VOIP readiness: send and ensure use of Network Configuration Checklist
Provision and set up RC-supported desk phones
Introduce new applications (Desk Phones, Mobile App, Desktop App, RC Meetings, Glip by RC)
Position value of Implementation and encourage attendance at scheduled appointments
Confirm and/or schedule Implementation Appointments
Walk customers through Community Website and assist with sign up
Update Implementation Status and document calls in SFDC
Ensure resolution, customer satisfaction, and gain agreement to close the case