Establish productive, professional relationships with technical and business contacts, including executive stakeholders, where required.
Ensure clear, proactive communication of service updates, incidents, and ongoing initiatives.
Conduct regular checkpoints with customers to review performance, issues, and service alignment.
Execute ad hoc responsibilities as needed to drive team performance, enhance customer relationships, and support mentorship and development initiatives aligned with career progression.
Technical Support & Case Management
Manage high-impact and complex technical support cases, ensuring resolution within SLA commitments.
Perform advanced troubleshooting for non-routine and technically complex issues requiring deviation from standard procedures
Lead end-to-end problem resolution efforts, including root cause analysis and escalation to engineering when necessary.
Collaborate with TSEs and other engineers to ensure effective case ownership, communication, and resolution quality.
Support high-severity incidents and escalations with urgency and structured response.
Proactive Service & Continuous Improvement
Proactively engage customers during service interruptions or degradations and provide timely updates.
Lead recurring customer engagement activities, including weekly check-ins, Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs), to proactively monitor performance, address emerging needs, and drive continuous improvement.
Lead proactive health monitoring and testing activities to ensure optimal account performance and maintain the stability of the customer’s Five9 platform and services.
Analyze case trends and operational data to identify patterns and prevent recurring issues.
Assess and continuously improve service delivery and operational performance
Identify customer needs, define success criteria, and validate service requirements and operational expectations.
Knowledge Sharing & Technical Leadership
Develop subject matter expertise in multiple technical domains relevant to Hypercare operations.
Share best practices, case learnings, and technical insights across teams to strengthen overall capability.
Contribute to technical documentation, knowledge base content, and process improvements.
Requirements
A minimum of 3 years of relevant experience, including at least 2 years in software support
Bachelor’s degree or equivalent experience
Strong knowledge of
PBX, ACD, CTI, VoIP, and IVR technologies
Networking concepts such as TCP/IP and OSI model
Proficiency in Microsoft Office tools (Excel, Word, PowerPoint, Visio)
Strong written and verbal communication skills
Excellent time management and multitasking ability
Ability to manage multiple concurrent cases and priorities
Willingness to travel and work flexible hours aligned to customer needs
Knowledge of contact center operations
Experience in technical documentation and writing
Preferred Qualifications
Experience supporting enterprise and large business accounts, including complex technical environments
Strong account management experience, including managing customer expectations and driving successful service outcomes
Proven ability in account relationship building, including establishing trust with key stakeholders and executive-level contacts
Experience working with enterprise-level customers
Strong presentation and business communication skills
Project management experience
Demonstrated advanced troubleshooting, analytical thinking, and problem-solving capabilities
Work Location: This role is hybrid and requires 2 days a week in office.
Company Benefits
Company stocks
Annual merit increase based on performance
15% night shift differential pay
Paid Leave with Cash Conversion
HMO with free dependents
Retirement Plan
Life Insurance
While on work from home setup: Internet and meal allowance are provided
Employee Assistance Program for mental and social well-being
Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
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.
Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at accommodations@five9.com to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
