Technical Support Engineer - Hypercare Team

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.Technical Support Engineer - Hypercare TeamOverview 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. Technical Support Engineer 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-sitePartner with Hypercare Customers to optimize the Five9 call center software solution.Perform MACD (Move/Add/Change/Delete) tasksProviding direct support to Hypercare customers as well as handling all escalated software related inquiries from customers, business partners, and vendorsAnswering incoming calls, responding to customer emails, and resolving escalated problemsIdentifies underlying causes of a problem, including problem identification and classificationDiagnoses problems accurately and works to find appropriate solutions in a timely mannerContinually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organizationConducts preliminary business scan before customer’s business hours and every post-maintenance ensuring readiness and uptime of service after every updatesWill be cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customersWill work cross functionally in a customer facing capacity and coordinate with internal organizations with Five9Work within a 24x7x365 support environmentJob requirements are subject to change based on management discretionMinimum Requirements:At least 3 years of professional work experience, with a minimum of 2 years in software support positionBA/BS or equivalent experienceKnowledge of PBX, ACD, CTI, VoIP and IVR applicationsKnowledge of Networking theories and protocols such as TCP/IP and the OSI ModelWorking knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)Experience in technical writing, documentation, and business presentationsExcellent verbal and written communication skillsSelf-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneouslyKnowledge of contact center operationsMay need to work flexible hours to meet customer needs and escalations. Generally, will work at designated shifts aligned with the customerWillingness to travelPreferred Requirements:Understanding of Contact Center concepts and software like Performance Management, Workforce Management,Knowledge Management, Quality Monitoring, etcExperience in supporting and implementation of AI and automation systemsMust possess strong technical call center skills preferably in a technical support or customer service roleFunctional Knowledge of Workforce Management tools and applicationFunctional knowledge of Salesforce, NetSuite, leads 360, ITSM CRM’s or conceptual knowledge of CRM’sKnowledge of Network troubleshooting skills using various applications such as Wireshark or PathviewCoding experience a plusExperience with SaaS model and applications a plusProject management skillsKnowledge of Enterprise Reporting tools and Data AnalyticsCompany BenefitsCompany stocksAnnual merit increase based on performance15% night shift differential payPaid Leave with Cash ConversionHMO with free dependentsRetirement PlanLife InsuranceWhile on work from home setup: Internet and meal allowance are providedEmployee Assistance Program for mental and social well-beingGovernment-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.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.