Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.
We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
Position: Technical Support Engineer WFO
Work Location: Mandaluyong City
Work Status: Full Time
Work Schedule: Work within a 24x7x365 support environment
Overview of Job Function:
Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
The Technical Support Engineer will play a key role in evaluating, troubleshooting and quickly resolving technical concerns and questions with the product. TSE will provide support through various channels via email and phone. The ideal candidate will have in-depth knowledge with one or more of the following Call Center Solutions: Verint, Nice, CSI/Virtual Observer, Community WFM, Calabrio, Pipkins, eWFM, Monet, Five9, Genesis, Cisco, Nuance, Avaya, Aspect, Nortel, Interactive Intelligence.
Principal Duties and Essential Responsibilities:
Minimum Requirements:
Experience with implementation, support, and diagnosis of WFO solutions (QM/QO, Analytics and Workforce Management) Deep Knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and call center practices 3+ years of WFO and call center experience, with a minimum of 2 years in software support position BA/BS or equivalent experience Excellent verbal and written communication skills Self-starter with the ability to manage multiple cases simultaneously Willingness to work flexible hours and or travel based on business needs Experience working across cultures Job requirements are subject to change based on management discretionPreferred Requirements:
Experience with WFO solutions (Verint, CSI/Virtual Observer, Community WFM, NICE, Calabrio, Pipkins, eWFM, Monet) is highly desired Experience with Five9, Genesis, Cisco, Nuance, Avaya, Aspect, Nortel or Interactive Intelligence preferred Strong background in Windows application support, including ASP.NET applications, web services, and SQL Server Knowledge of enterprise reporting tools such as Business Objects Programming background Project management skillsCompany 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-MB1
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.
View our privacy policy https://www.five9.com/pt-pt/legal.
California residents, view our Privacy Notice here: https://www.five9.com/legal/candidatenoticeca.
-------------------------------------------------------------------------------------------------------------------------------------
Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.