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.
Five9 Subject Matter Expert (Network and Telecoms)
Principal Duties and Essential Responsibilities:
- Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environment.
- Accurately document technical issues, escalations and customer interactions.
- Updates Knowledge Articles (Internal/External)
- Diagnoses problems accurately and works to find appropriate solutions in a timely manner.
- Partner with Customers to optimize the Five9 call center software solution.
- Proactively do trend analysis in an attempt to offer preventative solutions and eliminate recurring problems.
- 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.
- Troubleshooting lead for highly escalated customers
- Review of common technical challenges encountered by Support so we can formulate training curriculums
Minimum Requirements:
- 3 + years of related experience in Network and Telecoms
- Deep Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
- Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
- Proficient in Windows Operating Systems
- Background on local area networks (LANs), wide area networks (WANs), the Internet, intranets, and other data communications systems.
- Background in Configuring and installing various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, MPLS, QoS, RIP)
- Deep understanding of networking protocols (e.g., SIP, FTP/SFTP, IPSEC, HSRP, BGP, OSPF, 802.11, EIGRP, WebRTC)
- Troubleshooting experience on all voice services for all LAN and WAN hardware modules and configure appropriate communication media modules.
- Hands-on experience with monitoring, network diagnostic and network analytics tools
- CCNA or CCNP or equivalent training
- Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
- Willingness to work varied hours based on business needs.
- Experience working across cultures.
- Knowledge of contact center operations.
- Experience in technical writing and documentation
- Knowledge of Network troubleshooting skills using various applications such as Wireshark.
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)
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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.
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