Customer Care Training Specialist

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Customer Care Training Specialist

Apply locations Manila, Philippines time type Full time posted on Posted 30+ Days Ago job requisition id R070830

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’ 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 GSS Learning and Enablement Team to make sure we stay ahead of the competition.

We’re currently looking for a C ustomer Care Training Specialist .

 

The C ustomer 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.

Responsibilities:  

To succeed in this role you must have experience in:

• Develop and deliver 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 RingCentra l is using such as cloud-based PBX solutions, telecommunications, IP networking protocols, VoIP technology, server application environments, networking hardware, and call routing technologies.
• Create and manage a certification program for the Customer Care group.
• In conjunction with management, identify and assess 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.
• Recommend Customer Care technical training solutions to address gaps in agent performance.
• Design and create instructional materials and job aids for training initiatives.
• Deliver 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.).
• Facilitate 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.
• Ensure 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.
• Maximize Customer Care team effectiveness by providing adequate enablement support to Customer Support employees and managers.
• Use program/project management skills to manage Customer Care enablement programs, related deliverables, and resources against deadlines.

Desired Qualifications:

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

By completing your application for this role, you:

• Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities
• Have read and agreed to our Data Privacy Policy
  
   

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