Technical Support- Tier2 

(Glip Specialist) 

 

 

Say hello to possibilities 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 global leader in cloud-based communications and collaboration software. RingCentral is 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’re currently looking for:  

 

Technical Support-Tier 2 reviews a support request received through phone, chat, or email from a client’s end-user or a Tier 1 organization and assesses the nature of the issue, the reproducibility of the issue, and the remediation steps taken. The RC App Specialist continues troubleshooting that may include inspection of devices such as (Smartphone apps, Desktop Computer app & Web App configurations).  

 

The main responsibilities are but are not limited to root cause identification and remediation of problems or installation of a workaround.  

 

Technical Support-Tier 2 either resolves the issue or prepares the issue for escalation to the Tier 3 organization.  The RC App 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. Adheres to schedules, guidelines, and requirements in accordance with the Company’s policies and procedures. 

 

The essential functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following:  

- Provides support and consultation to Tier 1 agents. A general inquiry about the following:  

Troubleshooting/modification/installation steps needed are available on the support site;  

- ​RingCentral application issues related to but not limited to the following. 

System Requirements for RC Applications Recommended headset for RC Applications Break/fix and new features/Request for RC Applications 

-Handles escalated calls/chats/web emails from Tier 1 agents that are app-related 

- Provides highly technical and advanced troubleshooting skills to resolve customer’s concerns 

- Conducts callbacks to follow-up resolution of customer issues 

Is updated on the group decisions about current/possible bugs (Email, RC411/RC911) 

Works on special duties (Integrations within the RC App platform (Break-fix), UID conflict error/login error, Duplicate users/user has a pseudo email address, Navigation issues on the mobile or computer platform, Installation issues, Lost profile or chat history, App notifications and App incoming call issues) 

Knowledgeable in checking Jira 

ESSENTIAL REQUIREMENTS:  

Reports and submits (Call logs, Application logs, Device logs), Har file, product issues encountered, and all other reports that will be required by the developers, Tier 2, Tier 3, engineering, and Product Teams 

 Works with developers, Tier 2, Tier 3, engineering, and Product teams to resolve technical issues 

Works on other tasks that are given to you by the Executive/Management Team (Manager on duty) 

JOB REQUIREMENTS:  

Strong verbal and written communication skills in English 

Strong time management and organizational skills 

2 years of collegiate education is required 

Practical knowledge of Advanced Networking Fundamentals and the latest technologies in the field 

Practical  knowledge  in  Network  Connectivity,  Computer Hardware and Software 

At least 2 years of working experience handling escalations call   

Above average Knowledge of the following (Desktop Computer Windows and Mac, Mobile phones Android and IOS settings) Applies logical thinking to come up  with a conclusion with structure, relationships  between facts, and chain of reasoning 

Strong customer service orientation  

Ability to work efficiently in a highly demanding, team-oriented, and fast-paced environment 

Experience in reading application logs is a plus 

Experience configuring, updating and supporting VOIP solutions in a multi-location environment is a plus 

Networking, IT or telecommunications certification is a plus 

 

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  

  

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’ 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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