Technical Support Analyst

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Job Description

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
Title: Technical Support Analyst
Overview of Job Function:

  • The Technical Support Analyst will play a key role in evaluating, troubleshooting and quickly resolving technical concerns and questions with the product. The TSA will provide support through various channels via email and phone. The ideal candidate should have a strong Five9 product knowledge.

Principal Duties and Essential Responsibilities
  • Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environments both remotely and on-site.
  • Providing direct support to Five9 Certified customers as well as handling all escalated software related inquiries from customers, business partners and vendors.
  • Handling escalated cases from Technical Support Representatives and or SMB customers
  • Answering incoming calls, responding to customer emails and resolving escalated problems
  • Identifies underlying causes of a problem, including problem identification and classification
  • Diagnoses problems accurately and works to find appropriate solutions in a timely manner.
  • Partner with Customers to optimize the Five9 call center software solution.
  • Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization
  • Proactively do trend analysis in an attempt to offer preventative solutions and eliminate recurring problems.
  • Will be cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customers.
  • Will work cross functionally in a customer facing capacity, and coordinate with internal organizations with Five9.
  • Work within 24x7x365 support environment.

Minimum Requirements:
  • Graduate of any IT courses or equivalent work experience as a Technical Support
  • Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
  • Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model.
  • Excellent verbal and written communication skills.
  • Willingness to work varied hours based on business needs
  • Experience working across cultures.
  • Knowledge of contact center operations.
  • Independent self-starter possessing excellent time management skill.

Preferred Requirements:
  • Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.
  • Possess strong technical skills preferably in a technical support or customer service role.
  • Experience in technical writing and documentation
  • Basic knowledge of Network troubleshooting.
  • Knowledge of hosted solutions (SAAS).

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
Our headquarters are located in the beautiful in San Ramon, CA.





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