Technical Support Engineer addressing post - sales customer concerns via phone, e - mail, and web. Involving configurations, troubleshooting, and delivery of best practices for cybersecurity support.
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
Remote Support Engineer providing technical support to field engineers on Rockwell Automation products. Troubleshooting issues and collaborating with various teams to ensure customer satisfaction.
APAC Technical Support Leader responsible for leading technical support across Asia Pacific region. Driving improvements and managing escalations to enhance customer satisfaction.
Technical Support Engineer providing support for FortiGate and FortiAuthenticator. Collaborating with customers to resolve technical issues and ensure optimal product performance.
Deposit Operations Support Analyst responsible for managing legal requests and providing customer support. Handling various operational tasks to ensure compliance and customer satisfaction within the bank.
Manage and grow a Technical Customer Support team at Anrok. Focus on customer - first processes and collaboration with Product and Engineering teams.
2nd Line Support Engineer at Darktrace providing IT support and troubleshooting for cybersecurity technologies. Collaborating with first and third line support while managing problem resolution and documentation.
VP of Technical Support Engineering at Slack overseeing global support and engagement strategies. Leading teams to ensure effective practices for exceptional customer experiences
U - Haul seeking a U - Box Field Support Analyst for operational support in Phoenix, Arizona. Role involves handling live support, incident management, and critical thinking in a high - volume environment.
Senior IT Customer Support Technician providing IT support for 500+ Army personnel. Resolving technical issues and ensuring optimal operation of computer systems on - site in South Carolina.