Chatbot spe CialistRingCentral

Job Description
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.
About RingCentral
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.
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
Say hello to possibilities
It's not every day 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 about us, we're 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 a $2 billion company that's growing at 20+% annually and we're expanding our Post Sales Operations team to make sure we stay ahead of the competition.
Responsibilities:
Become an expert in the Dialogflow and Engage Digital Chat platform
Provides Enterprise level technical support for Engage Digital Chat and Google Dialogflow
Troubleshoots and reproduces customer technical issues to resolution and implement in Chat to resolve through automation
Applies expert knowledge of RingCentral services and VOIP technology when developing new Bot intents
Responsible for training customer administration of RingCentral platform
Answers complex technical questions and offers workarounds for customer networks
Provides quick and accurate handling of support interactions - phone, screen sharing and email
Responds promptly to escalations while keeping detailed case notes
Manages customer expectations and experience to deliver high customer satisfaction and increase retention
Process minded individual to drive better customer experience
Remain current on software defect and upgrades
Manage escalated issues and collaborate with other internal departments to expedite resolution
Help develop and maintain customer facing and internal help articles
Desired Qualifications:
Bachelor's degree in business related field preferred
2+ years experience in customer focused/customer experience role
Strong technical troubleshooting skills, perseverance and patience
Experienced in VOIP technology including SIP, RTP, QoS, COS, codecs preferred
Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc.
Experience supporting contact center technologies
Preferred experience with REST APIs, HTTP APIs, raw HTML and XML, database queries, etc,
Ability to work efficiently in a highly demanding team-oriented and fast paced environment
Ability to communicate and empathize with all levels of customers - executives, end users, developers
Self-motivated with the ability to dive right in, be effective and make a difference
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