Solution Architect providing technical expertise and advising clients on SUSE's enterprise solutions and services. Collaborating with sales teams to drive technical excellence and customer satisfaction.
About the role
- Technical Solutions Specialist troubleshooting network issues at Five9, a leading cloud contact center software provider. Collaborating with teams and delivering technical insights to management while enhancing performance.
Responsibilities
- Network and Telecom Troubleshooting: Utilize advanced diagnostic tools, including Wireshark, LogicMonitor, Razor, Empirix, Netscore, ThousandEyes, and Looker, to identify and resolve complex network and telecom issues.
- Data Analysis: Leverage data analytics platforms such as Salesforce and Domo to interpret network and telecom data, identify patterns, and recommend performance improvements.
- Findings Presentation: Translate technical findings into actionable insights and deliver presentations to management, offering clear and impactful recommendations.
- Internal Escalation Support: Manage and resolve internal escalation calls from cross-departmental teams, delivering prompt and effective solutions to advanced technical challenges.
- Root Cause Analysis: Examine escalation trends and root causes to identify process improvement opportunities, reduce recurring issues, and optimize overall network and telecom performance.
- Cross-Functional Collaboration: Partner with diverse teams to address technical issues, implement strategic improvements, and share best practices for knowledge enhancement.
Requirements
- At least 5 years of professional experience, with a minimum of 3 years working in network and telecom analysis or a related role
- Technical Skills: Proficient in troubleshooting complex technical issues.
- Analytical Expertise: Strong data analysis skills.
- Communication: Exceptional communication and presentation abilities. Knowledge of contact center operations.
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
Location requirements
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