Customer Support Engineer providing first contact support via Service Desk and online applications. Collaborating with Product and Engineering teams to resolve customer issues efficiently.
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)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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