Technical Support Engineer

Five9 Philippines, Inc.

Metro Manila / NCR

3-5 Years

This job is no longer accepting applications

Posted 59 months ago

Job Description

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 premium support customers as well as handling all escalated software related inquiries from customers, business partners and vendors.
Answering incoming calls, responding to customer emails and resolving escalated problems.
Case and or account escalation management.
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.
Participation in after hour on-call rotation.
Work within a 24x7x365 support environment.
Job requirements are subject to change based on management discretion.

Minimum Requirements:

3-5 years of related experience, with a minimum of 2 years in software support position.
BA/BS or equivalent experience.
Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
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.
Excellent Time Management Skills
Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
Willingness to travel.
Willingness to work on a night shift schedule and on varied hours based on business needs.
Experience working across cultures.
Knowledge of contact center operations.
Experience in technical writing and documentation

Preferred Requirements:

Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.
Must possess strong technical call center skills preferably in a technical support or customer service role.
Functional Knowledge of NICE Perform and IEX Workforce Management.
Functional knowledge of Salesforce, NetSuite, leads 360, ITSM CRMâ€™s or conceptual knowledge of CRMâ€™s.
Knowledge of Network troubleshooting skills using a various applications such as Wireshark or Pathview.
Coding experience a plus.
Experience with SaaS model and applications a plus.
Project management skills.
Knowledge of Enterprise Reporting tools such as Business Objects.

Education

Bachelors/ Degree

More Info

Job Type:

Permanent Job

Industry:

ITES /BPO /Call Center

Role:

Technical Support Engineer

Function:

Employment Type:

Full time

About Company

Five9 Philippines, Inc.

From Pioneer to Category Leader

Five9 was founded by five technology visionaries who left a leading player in the call center industry to create their own company in December 2001. These visionaries understood the untapped potential of Voice-over-IP and the emerging Software-as-a-Service model.

Their vision was to deliver the value of leading contact center software at an affordable price, and they saw how a cloud-based solution could dramatically improve return on investment results. Their commitment to service excellence is embodied in the company nameâ€”the five nines of reliabilityâ€”typically associated with world-class telecommunications providers.

Using their own investment, they released the first version of the Five9 Virtual Call Center in March of 2003. Since then, with a strong executive team and top-tier investors fueling continued success, Five9 has outpaced the hosted call center software industry.

With over 500 employees world-wide, Five9 has one of the largest engineering organizations in the industry, allowing the company to be at the forefront of innovation in the cloud-based contact center space. The company revenues have grown at 50%-70% for each of the past four years. Since the company's inception, Five9 has steadily acquired customers of increasing size and scope of business needs, and now serves all customer size bands in the on-demand contact center software market: Small and Medium-Sized Businesses, Mid-Market, and Enterprise.

Quick Facts

Cloud-Based Contact Center Software market leader
Tens of thousands of users on 5 continents
Investors: Hummer Winblad, Mosaic Ventures, Partech International, Adams Street Partners
World headquarters in San Ramon, California, USA
Offices in the USA, Russia, and the Philippines