PS Expert Service Desk Specialist

PS Expert Service Desk Specialist

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.

Join the RingCentral Professional Services team as an Expert Service Desk Specialist and help support our partners in delivering top-notch customer implementations of the RingCentral Office platform. You will work collaboratively with our Partners to ensure the implementation of their customer projects are successful. You'll leverage your expertise in RingCentral services, VoIP technology, networking and hardware to answer partner

questions, and work closely with cross-functional teams to provide the best possible

support.

Additional responsibilities for this role will involve supporting the Expert Service Desk program, other Partner Programs, and the PS Engineering Team to run PS Project Implementations.

This is where you and your skills come in. We're currently looking for: PS Expert Service Desk Specialist

Role and Responsibilities:

• Be a champion for our partners, responding to their inquiries, build requests, and facilitating great customer service.
• Champion the partners' needs with porting and support escalations.
• Prioritize incoming partner requests based on level of urgency.

• Manage partner entitlements to ensure compliance and adherence to signed agreements.

• Provide weekly and monthly reporting on Expert Service Desk usage to assigned partners.

• Apply your expert knowledge of RingCentral services, VoIP technology, networking, and hardware to answer partner questions.
• Support partner inquiries by leveraging relationships with cross-functional teams.
• Be available during US business hours Monday through Friday, with escalation support after hours as needed.
• Conduct Planning & Design Sessions as a PS Engineer for RingCentral PS Project implementation.
• Support additional RingCentral offerings scoped within the PS Engineering team such as AudioCodes, MS Teams Direct Routing, Device Custom Configurations,Bridge Operator Console, etc.
• Demonstrate ability to meet deadline and handle multiple projects and cases.
• Performs other tasks and duties assigned by Superiors or Managers.

To succeed in this role you must have experience in:

• Have master-level expertise of the RingCentral solution portfolio.
• Knowledge and understanding of best practices for implementing RingCentral Office.
• Possess implementation knowledge of additional RingCentral offerings scoped within the PS Engineering team such as AudioCodes, MS Teams Direct Routing, Device Custom Configurations, Bridge Operator Console, etc.
• Supports RingCentral and all RingCentral Partner Brands such as Telus, Avaya, AT&T, BT, Vodafone, Alcatel, Mitel, etc.
• Ability to use native API tools for builds.
• Have knowledge of, or willingness to learn, the porting process and escalation paths.
• Must know basic knowledge of network terminology.
• Be able to troubleshoot RingCentral supported devices.
• Ability to provide analysis, support, and enhancement of RingCentral Office call flows.
• Demonstrate non-RC Product knowledge, such as Excel, Outlook, Smartsheets, Tableau, etc.

Business Qualifications:

• Have enterprise account exposure, strong troubleshooting and problem-solving skills, and excellent communication (written and verbal) interpersonal skills.
• Be able to review and adhere to partner's and customer's SOW (Statement of Work), and have experience in supporting worldwide customers/partners.
• Be flexible with changing processes and schedule.

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:

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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.