Hybrid Technical Support Engineer – Hypercare Team

at Five9

• Job title: Technical Support Engineer – Hypercare Team
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: TCP/IP, VoIP
• Location requirements: Hybrid, Manila, Philippines

About the role

• Technical Support Engineer addressing customer concerns with Five9 call center software. Resolving technical issues and enhancing customer satisfaction in a hybrid work environment.

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.
• Partner with Hypercare Customers to optimize the Five9 call center software solution.
• 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.
• 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.

Requirements

• At least 3 years of professional work 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.
• Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model.
• Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
• Experience in technical writing, documentation, and business presentations
• Excellent verbal and written communication skills.
• Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
• Knowledge of contact center operations.
• May need to work flexible hours to meet customer needs and escalations. Generally, will work at designated shifts aligned with the customer.
• Willingness to travel.

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)