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 $2 billion 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 expanding our Professional Services Team to make sure we stay ahead of the competition.

We are hiring for: Enterprise Technical Support Engineer

The Enterprise Technical 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:

At least 1 year VOIP related experience
At Least 1 year solid Technical Support experience (Network Trouble Shooting)
Proficiency in Programming Languages (JAVA, JavaScript, Python, etc.)
Competency in Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
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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Enterprise Technical Support Specialist

About RingCentral