Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient.
Directly support and troubleshoot technical issues as needed.
Manage service interruptions which could impact client’s business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk.
Keep clients informed of any/all issues that could potentially impact Five9’s platform such as routine maintenance, patches, software product changes and releases.
Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement.
Provide customer support case oversight and status updates to both internal management and clients on a regular basis.
Adopt a proactive mindset to help anticipate client’s needs and mitigate service and operational issues.
Qualifications
Minimum 3+ years of related experience in a consulting or project management role,
3+ years in a software support role.
Solid technical knowledge of networking theories and protocols such as TCP/IP, SIP, FTP/SFTP, OSI Model.
In depth knowledge of one or more call center solutions like: Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.
Experience in technical writing and documentation.
Experience in contact center objectives, methodologies, tools & operations, contact center reporting and KPIs.
Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications.
Strong project management and client-facing skills - Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.).
Willing to travel to client sites as required; able to work outside standard business hours.
Excellent verbal and written communication skills.
Team player, self-starter, able to manage multiple priorities and meet deadlines.
Bachelor’s degree in a technical field and/or comparable industry certifications and experience
Nice to Have
Understanding of quality monitoring tools and workforce management software such as NICE/IEX, Authority Software etc.
Understanding of CRMs such as Salesforce, NetSuite, Leads 360 (Velocify), Oracle Service Cloud (RightNow), etc.
Understanding of WFM/WFO Solutions such as Verint, CSI, Calabrio, NICE, etc. - Knowledge of network troubleshooting tools such as Wireshark or Pathview.
Basic working knowledge API, HTML and Java scripting is a huge plus.
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.
