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. 

Lead a team of Service Desk Support Technicians, ensuring efficient and high-quality support for Five9 workers across multiple regions (e.g., US, PH, AUS, EMEA, India etc.), responding to technical issues with a focus on timely resolutions. Provide exceptional support for Five9 workers, including troubleshooting software, hardware, network, and SaaS application issues related to both Apple and Microsoft environments, ensuring a high level of customer satisfaction. Serve as an escalation point for complex IT-related issues and provide guidance to the team for troubleshooting and resolution, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. Assist in monitoring and tracking the performance of the Service Desk team, using metrics and reporting tools to identify areas for improvement, and ensure quality service is delivered effectively. Ensure the IT onboarding experience of Five9 workers is exceptional through the delivery and monitoring of all IT related activity regarding the onboarding process. Develop and refine processes for service desk operations, creating and maintaining Standard Operating Procedures (SOPs) for common issues, ensuring consistent and efficient support practices. Collaborate with cross-functional teams (e.g., Desktop and Endpoint Engineering, IT Security, IT Infrastructure, etc.) to ensure that support aligns with company-wide IT policies, security protocols, and technology changes. Ensure that the team remains up to date on the latest technologies, tools, and service desk best practices through training, mentoring, Management by Objectives (MBO) and continuous professional development. Assist in reporting and analyzing ticket trends to identify recurring issues, suggesting solutions to reduce escalations and improve overall support efficiency between other Tier support levels. Assist in coordinating and managing service desk-related projects such as IT system upgrades, software rollouts, and major support initiatives. Performs other related duties as assigned.

 

Skills Requirements:

Minimum 3 years’ experience supervising a team in an IT support environment (Service Desk Technicians) with a focus on customer service, team performance, and operational efficiency. Experience with enterprise level Apple Device Management and Support a must. Experience managing escalations and supporting Tier 1 Service Desk teams, with a focus on ensuring high-quality resolutions and customer satisfaction. Knowledgeable of endpoint management solutions such as Microsoft Intune, JAMF, or similar technologies for deploying, managing, and securing devices across a large organization. Ability to train, mentor, and coach a team of Service Desk technicians to improve technical skills, soft skills, and overall service delivery Hands on experience using and/or troubleshooting Microsoft Windows OS, Microsoft Office, and Mac OS Ability to provide outstanding customer service through in-person and remote technical support. Excellent functional/technical skills that are leveraged for superb problem solving Excellent written and verbal communication skills, with a focus on technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing Solid understanding of network fundamentals, including common protocols and troubleshooting network connectivity issues. Ability to work independently or with a group on assignments that are moderately complex, requiring judgment in resolving issues or in making recommendations. Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities. The ability to think around problems and come up with creative solutions is a must. Experience working with cloud environments or SaaS applications is a plus. Experience working with mobile devices such as iPhones, iPads and Droids a plus. Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus.

Company 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)

 

#LI-Hybrid, #LI-JM2

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. 

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia. 

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.