Technical Support Engineer

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Title: Technical Support Engineer

Reports to (title): Supervisor

Overview of Job Function:

The Technical Support Engineer will play a key role in evaluating, troubleshooting, and quickly resolving technical concerns and questions with the product used by Hypercare customers. TSE will provide support through various channels via email and phone. Expected to provide not just break-fix solutions but also conduct proactive measures to ensure service availability.

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.

Perform MACD (Move/Add/Change/Delete) tasks.

Providing direct support to Hypercare 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.

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.

Conducts preliminary business scan before customer’s business hours and every post-maintenance ensuring readiness and uptime of service after every updates.

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 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.

May need to work flexible hours to meet customer needs and escalations. Generally, will work at designated shifts aligned with the customer.

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 Workforce Management tools and application.

Functional knowledge of Salesforce, NetSuite, leads 360, ITSM CRM’s or conceptual knowledge of CRM’s.

Knowledge of Network troubleshooting skills using 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 and Data Analytics

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)

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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 San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.