Number Transfer Specialist

Number Transfer Specialist

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.

The Number Transfer Specialist creates and processes regional local service requests (LSR) and toll free porting requests. Coordinates and monitors order progress with Local Exchange Carriers (LEC) and Interexchange Carriers (IXC). Processes orders using Carrier Portals and Internal databases. Coordinates order activities within internal departments, carriers, End-Users, and/or Vendors. Assists RingCentral customers with porting support requests via helpdesk tickets and/or phone calls. Act as porting project manager when requested.

Responsibilities:

• Creates and processes install port requests and monitors order progress with Local Exchange Carriers (LEC) and Interexchange Carriers (IXC) using carrier portals and internal databases.

• Review, process, and track port out requests from carriers including internal database number management post port out using carrier portals and internal databases.

• Retrieve and review necessary information (e.g LOA, CSR, Carrier Invoices) that is relevant to the success of porting the number from the losing carrier.

• Initiate and maintain regular communications (Phone and Email) with customers and vendors to review and verify the order, review required information to provide services requested, schedule/coordinate service installation and communicate milestone dates with customers and/or vendors.

• Primary POC for all assigned non-project and project port requests for internal stakeholders (CSMs, Support, Professional Services) and external stakeholders (customers, channel partners, etc). Closely update the stakeholders on porting updates for multiple global locations throughout the lifecycle of the project.

• Handle activation issues day of port by facilitating close and frequent customer communication and escalating with underlying carriers.

• Handle general inquiries & escalations via email and phone from internal stakeholders (CSMs, Support, Professional Services) and external stakeholders (customers, channel partners, etc)

• Handle daily administrative duties such as case dispatch, report generation, team huddles, as well as occasional coverage for team members when out of office.

• Occasional project management tasks or duties that may be assigned by the leadership

• Maintain active collaboration with the team members and leadership to keep the team updated with the process updates and enhancements

• Occasional on-call after-hours work and/or overtime may be required as needed

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Job Qualification:

• 2+ years of telecommunication porting/provisioning related experience and knowledge preferred

• 3+ years customer service experience (in-person or call center) preferred

• Experience with Unified Communications platform preferred but not required

• Experience with VoIP and/or Cloud Communication Systems preferred but not required

• Knowledge of voice communications and telephony troubleshooting skills desired

• Practical knowledge of industry guidelines and practices for LNP (Local Number Portability) CSR's and LSR's (Local Service Request)

• Experience in dealing with Competitive Local Exchange Carriers (CLEC) and Incumbent Local Exchange Carriers (ILEC) for service as well as escalation procedures

• Ability to read and interpret CSRs, LOAs, and invoice information from various carriers

• Demonstrated ability to handle frustrated customers with exceptional customer service

• Demonstrated ability to meet deadlines and handle multiple projects and cases

• Ability to handle and prioritize multiple tasks while maintaining attention to detail

• Ability to communicate with all levels of Management both internal and external regarding porting

• Ability to escalate to 2nd level with carriers and follow-up for issue resolution

• Strong and effective communication skills verbal and written.

• Basic to Intermediate knowledge in using Microsoft Excel & Google Workspace (Required)

• Strong time management skills and ability to deliver, manage and handle tight deadlines

• Ability to work efficiently in a highly demanding, team-oriented, and fast-paced environment.

What we offer:

• Comprehensive HMO package (medical and dental)

• Paid time off and paid sick leave

• Quarterly Performance Bonus

• Employee Assistance and Wellness Programs

RingCentral is the #1 global cloud-based communications provider because it is not just selling solutions; it is enabling human connections. That's why RingCentral is the largest and fastest-growing pure-play provider in its space.

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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