Technical Support Engineer

Say hello to opportunities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).

It’s not every day 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 its core software solutions.

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

The Contact Center 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.

To succeed in this role, you must:

• 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 

Desired Qualifications:

• 6 months to 1 year of relevant experience

• 1 year VOIP-related experience

• 1 solid experience in Network Troubleshooting

• Proficiency in Programming Languages (JAVA, JavaScript, Python, etc.)

• Competency in Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)

• Understanding of networking theories and protocols, including TCP/IP and the OSI Model

• 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

What we offer:  

We offer all the work/life benefits you could ever want, (and none of the micromanagement.)

• Work Onsite / Flexible work arrangement (Hybrid Setup)

• Comprehensive HMO package (medical and dental)

• Paid time off and paid sick leave

• Performance Incentive (Commissions)

• Employee Assistance and Wellness Programs

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: RingCentral is committed to hiring and retaining great people because you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

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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