Partner Escalations Specialist
Manila, Philippines, PH
6d ago

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.

We’re a $1.5 billion company that’s growing at 30+% annually and we’re expanding our Team to make sure we stay ahead of the competition.

Partner Escalations Specialist

Duties and responsibilities :

  • Taking the commanding lead on managing action plans, internal status updates, and customer communication during critical incidents and customer concerns.
  • This is a high visibility position that requires frequent interaction with senior management, Sales, Service Engineering, telco operations, external partners, and customers.
  • Partner cross-functionally with support and sales to resolve the technical issues and drive positive customer satisfaction.
  • Ensure customer satisfaction : addressing technical demands and acting as a partner liaison to better support customers acquired through the Channel.

    Qualifications :

  • Minimum of 3 years of professional experience in UCaaS Technical Support.
  • Currently working as a Tier 2 Specialist
  • Well organized, oversee customer concerns, and dedicated, with the ability to multi-task and create basic reports.
  • Self-learning, able to learn new tools quickly and work in a fast-evolving environment.
  • Excellent English in written and verbal communication skills.
  • Ability to work independently and act professionally at all times.
  • Strong organizational skills and able to work under pressure.
  • Good interpersonal skills
  • Knowledge in project management and process improvement is an advantage
  • Can execute and implement plans and programs
  • Strong attention to details
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