Managed Services Engineer

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 information 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.

This is where you and your skills come in. We are looking for a full-time PS Managed Services Engineer.

As a PS Managed Services Engineer, you will be responsible in handling and submitting service request or incidents for Managed Services Clients. You will be working directly with customer to obtain information needed for service request creation and/or providing support (MACD) covered in the client’s SOW as well as supporting Incident reported issues to resolve break/fix product related issues.

Takes responsibility for client satisfaction on customer “how to” questions, evaluating and fulfilling on customer service requests and reported incidents. Case management or all cases to resolution including accurate case notes, adherence to SLO’s and customer communication.  Recognized as a subject matter expert within areas of mastery, and/or is certified in one or more technology areas. Capable of diagnosing and evaluating complex issues. Provides possible solutions to a diverse range of complex problems.

Work is performed with minimal direction and reviewed by senior management.

Responsibilities:

• Acts as a primary point of contact in submitting a Service Request or Incident ticket for Managed Service Clients

• Process designated Service Requests for password resets, Profile changes, and Authentication via designated admin application

• Conduct remote probing and troubleshooting for Managed Service Clients’ designated Application or Hardware-related issues.

• Assign tickets to the Secondary and Senior levels of support for any unresolved issues within the scope under knowledge-based resources.

• Collaborate with service partners such as Avaya, etc… for any hardware defects based on the recommendation from resolver groups.

• Manage Service Level of support cases created with Service Partners.

• Process MACD (move, add, change and delete) requests from Managed Service Clients

• Perform as an Incident Manager for any Critical/High priority incidents under Managed Services contract for external clients.

• Apply incident management process according to the SLA.

• Process information in response to inquiries, concerns, requests, and complaints about products and services.

• Monitor notification alerts received from designated QOS Monitoring Tools.

• Performs other tasks and duties assigned by Superiors or Managers.

To succeed in this role you must have experience in:

• Working knowledge of ACD/IVR, CTI, VoIP, Workforce Management, Screen Recording, Analytics, Quality Management, Reporting, Outbound Dialer, Java and HTML scripting, Networking, API and Call Center practices

• Strong background in the contact center platform and tools (e.g. InContact, Five9, Studio)

• Strong knowledge of Internet technology, hosted solutions (SaaS), VoIP, Unified Comms, and Contact Centre practices.

• Expertise in Contact Center portfolio

• Contact Center Certified is preferred but not required.

• Expertise in RingCentral solution portfolio (Unified Communications)

• Knowledge of best practices for implementing RingCentral Office

• Ability to use native API tools.

• Process creation and enhancements.

• Handled or implemented complex setup.

• Managing high level escalations

• Providing analysis, support, and enhancement of RingCentral Office

• Proficiency in non-RC Product knowledge, such as MS Office (Excel, Outlook, PowerPoint, etc.), Smartsheets, Lucidchart/Visio, Google, Tableau, Scheduling & Organization skills etc.

Desired Qualifications:

• 2-3 years of experience with Unified Communication and Contact Center products and platforms

• Strong knowledge of Internet technology, hosted solutions (SaaS), VoIP, Unified Comms, and Contact Centre practices.

• Working knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Velocify, etc.) is desired.

• Ability to work in a demanding, team-oriented, and fast-paced environment.

• Strong troubleshooting and problem-solving skills.

• Excellent communication (written and verbal) and interpersonal skills.

• Strong Customer Centric mindset

• Consistent follow-through and time/priority management.

• Ability to maintain a high level of confidentiality and professionalism.

• Operates with high integrity and transparency.

• Strong presentation and organization skills.

• High quality standard.

• Willing to work on shifting schedule as the business requires 24/7 support.

What we offer: 

• Comprehensive HMO package (medical and dental)

• Personal Time Off Leaves

• Quarterly Performance Bonus

• Employee Assistance and Wellness Programs

RingCentral is the #1 global cloud-based communications provider because we’re not just selling solutions; we’re enabling human connections. That’s why we’re the largest and fastest-growing pure-play provider in our space, with a market capitalization of over $4 billion, 20%+ annual growth and a $2 billion annual revenue run-rate.

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: We are committed to hiring and retaining great people because we know 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.

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. 

By completing your application for this role, you:

• Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities

• Have read and agreed to our Data Privacy Policy.

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. 

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