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’ 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 the 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 Customer Care Team to make sure we stay ahead of the competition.
QoS Specialist reviews a support request from a client’s end-user or a Tier 1 organization and assesses the nature of the issue, reproducibility of the issue, and the remediation steps taken. The QoS Specialist assesses the collected data and works with the customer and/or 3rd party vendors including but not limited to customer’s ISP and I.T/Network Team to align the customer’s network configuration to RingCentral network requirements to resolve call quality issues.
The main responsibilities are but not limited to root cause identification, and remediation of the problem or provide an alternative solution. QoS Specialist either resolves the issue or prepares the issue for escalation to the Tier 3 Network Team. QoS Specialist communicates with customers using web-based tools and follows grammar rules, demonstrates continued and consistent proficiency in most of the skill sets utilized with the Call Center, and adheres to schedules, guidelines, and requirements in accordance with the Company’s policies and procedures.
RESPONSIBILITIES:
The essential functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following:
• Provide support and consultation to Support agents and stakeholders
• Handle QoS/Call Quality-related escalations from Support agents and stakeholders
• Analyze call logs with QoS Analytics, Kibana and Empirix tools, and provide necessary information to customers/stakeholders and expedite the resolution of customer’s concerns
• Assist in troubleshooting network performance-related issues and recommend corrective procedures to resolve Quality of Service / Network/Call Quality-related issues
• Conduct follow up calls and email to pursue resolution of customer’s issues
• Collaborate with RingCentral internal teams to pursue appropriate resolution and ensure customer satisfaction
• Perform account-level review of open cases relative to QoS/Call Quality, and other lingering customer issues and tap the necessary resources to drive resolution and customer satisfaction
• Actively improve your skill set by participating in professional development opportunities
JOB REQUIREMENTS:
• Strong verbal and written communication skills in English
• At least 2 years of working experience handling escalations call
• Above average Knowledge on VOIP, networking, routers and modems
• Strong customer service orientation
• Experience configuring, updating and supporting VOIP solutions in a multi-location environment is a plus
• Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
• Networking, IT or telecommunications certification is a plus
• Applicants must be amenable to working night shifts
What we offer:
RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)
Flexible work arrangement (Hybrid Setup)
Amenable to report both in Cubao or Ortigas site
Comprehensive HMO package (medical and dental)
Personal Time Off Leaves
Performance Incentive
Employee Assistance and Wellness Programs
To know more about the Acquire-RingCentral Manila collaboration, you may visit www.ringcentral.com.ph
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