Technical Onboarding Advisor

About the role

A Technical Onboarding Advisor assists newly signed-up customers in setting up their basic account and phone systems. The role requires adherence to schedules, guidelines and company policies and procedures. It is based in Manila.

Key responsibilities

• Receive transferred calls from sales for newly signed-up customers and explain that the session is a basic account setup, not user training.
• Walk customers through the Express Setup and probe for other basic setup needs.
• Configure basic user settings such as call forwarding, notifications and greetings.
• Educate customers on VoIP readiness and ensure they complete the network configuration checklist.
• Provision and set up RingCentral-supported desk phones and introduce the mobile app, desktop app, RC Meetings and Glip by RC.
• Explain the value of implementation and encourage attendance at scheduled implementation appointments, then confirm or schedule them.
• Guide customers through the community website signup, update the implementation status and document the call in SFDC.
• Ensure resolution and customer satisfaction and obtain agreement to close the case.

Required profile

• At least 2-3 years of experience as a technical support agent, preferably with chat and multitasking.
• College level education.
• Excellent English communication skills and strong customer service orientation.
• Ability to work efficiently in a fast-paced, team-oriented environment.
• Willingness to work at night.

Required skills

• Basic knowledge of VoIP, networking, routers and modems.
• Experience configuring, updating and supporting VoIP solutions in a multi-location environment is a plus.
• Networking, IT or telecommunications certification is a plus.

What we offer

• Comprehensive HMO package (medical and dental).
• Personal time off and leaves.
• Quarterly performance bonus.
• Employee assistance and wellness programs.