Customer Care Training Specialist

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

It’s not everyday 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:

The Customer Care Training Specialist will partner with customer care leadership and identify enablement needs around Customer Care, networking, technical, and product needs according to set training standards and measure and report on the impacts of the enablement to the business.

To succeed in this role you must have experience in:

1. Developing and delivering customized customer care enablement around Technical Skills, Customer communications and Support Soft skills, and Product updates for RingCentral Customer Support organization, incorporating the different technologies RingCentral is using such as cloud-based PBX solutions, telecommunications, IP networking protocols, VoIP technology, server application environments, networking hardware, and call routing technologies.
2. Creating and managing a certification program for the Customer Care group.
3. Identifying and assessing training needs based on current agent level performance and Customer Care management performance, and through formal analysis (QA results, surveys, focus groups, data analysis) and interaction.
4. Recommending Customer Care technical training solutions to address gaps in agent performance.
5. Designing and creating instructional materials and job aids for training initiatives.
6. Delivering program-specific learning solutions in a manner that both engages the learners and produces the desired outcomes while using various learning methodologies (Instructor Led, Computer-based Learning, one-on-one coaching, web conferencing, etc.).
7. Facilitating learning by creating a positive learning climate, establishing credibility as an instructor, using effective presentation and facilitation skills, adapting facilitation style and curriculum to learner needs, providing constructive feedback, managing time and group dynamics, encouraging participation, and building learner motivation.
8. Ensuring quality of Customer Care groups’ training programs through continuous, timely, and accurate monitoring and reporting of attendance at training, results of individual training programs, and overall effectiveness of training.
9. Maximizing Customer Care team effectiveness by providing adequate enablement support to Customer Support employees and managers.
10. Using program/project management skills to manage Customer Care enablement programs, related deliverables, and resources against deadlines.

Desired Qualifications:

1. At least 2 years of experience enabling technical support representatives.
2. At least 2 years of experience designing and developing instructional/enablement materials and job aids.
3. At least 3 years of experience working with telecommunications, customer service, networking, and/or VoIP technology.
4. At least 2 years of experience facilitating live or remote training.
5. Experience diagnosing hardware and network issues and implementing solutions.
6. Preferably obtain CCNA or other Networking Certifications such as Comptia and Juniper.
7. Preferably obtain Contact center experience.
8. In-depth understanding of VoIP protocol set and system interaction conferencing programs, and other delivery methods.

What we offer:

1. Comprehensive HMO package (medical and dental).
2. Personal Time Off Leaves.
3. Quarterly Performance Bonus.
4. Employee Assistance and Wellness Programs.

RingCentral’s Global Service and Support team leads the post-sale experience for its customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As its customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.

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.

By completing your application for this role, you:

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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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RingCentral, Inc. RingCentral CEO Vlad Shmunis and CTO Vlad Vendrow founded the company in 1999.