Technical Onboarding Advisor

Say hello to opportunities 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+ annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. They invest more than $250 million annually to ensure their AI-enabled technology and platforms meet or exceed the needs of customers.

RingSense AI is RingCentral's proprietary AI solution. It's designed to fit the business needs of customers, orchestrated to be accurate and precise, and built on the same open platform principles that RingCentral applies to their core software solutions.

This is where you and your skills come in.

We're currently looking for: Technical Onboarding Advisor

A Technical Onboarding Advisor is responsible for assisting newly signed up customers in configuring basic account and phone system setup. A Technical Onboarding Advisor demonstrates expertise and proficiency in most of the skill sets utilized within the Contact Center. He/she adheres to schedules, guidelines, and requirements in accordance with the Company's set policies and procedures.

• Receives transferred calls of newly signed up customers from Sales.
• Sets expectations that the transaction is not a User Training but a basic account set up only.
• Walks the customer through the Express Set Up, and probes for other basic account set up needs.
• Configures basic user setup, such as Call Forwarding, Notifications, Greetings, etc.
• Educates customers on VOIP readiness: Sends and ensures the use of the Network Configuration Checklist.
• Provisions and sets up RC-supported desk phones .
• Introduces new applications such as Desk Phones, Mobile App, Desktop App RC Meetings, and Glip by RC.
• Positions the value of Implementation, and encourages customers to show up on their scheduled Implementation Appointments.
• Confirms and/or schedules Implementation Appointments.
• Walks customers through the Community Website and assists them with the sign up process.
• Updates the Implementation Status, and documents the call in SFDC.
• Ensures resolution and customer satisfaction, and gains agreement with the customer to close the case.

To succeed in this role you must have experience in:

• Must have 2-3 years solid experience in Technical Support
• Must have strong client management skills as the Implementation Advisor will work with cross-functional departments to ensure the customer or partner's thorough onboarding experience.
• Must be prepared to assume the following roles: part-technical guide, part-account manager, part-detective, and part-teacher.
• Must be good at conveying how the system works to teach the client how to independently set up and configure the system in an ongoing capacity.
• Must reach out to new customers via phone and/or email to book them for an implementation appointment.

Desired Qualifications:

• Completed at least 2nd year college in any related course.
• Openness to work during night shifts and varied hours as per business requirements
• Willingness to work in Ortigas or Cubao

We offer all the work/life benefits you could ever want.

• Flexible work arrangement (Hybrid Setup)
• Comprehensive HMO package (medical and dental)
• Paid time off and paid sick leave
• Performance Incentive
• Employee Assistance and Wellness Programs

RingCentral's work culture is the backbone of our success. And don't just take our word for it: RingCentral is recognized as the Best Place to Work by Glassdoor, the Top Work Culture by Comparably and RingCentral holds 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.

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.

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