Solution Engineer Hypercare Team

Mandaluyong - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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.

Solution Engineer - Hypercare Team

Overview of Job Function:

At Five9 the Solutions Engineer (SE) is a senior member of the Hypercare team. As a Solutions Engineer you will be the point of contact for assigned Hypercare customers and will provide them with advanced-level technical support. You manage high-impact technical cases ensuring that all break/fix issues are resolved in accordance with customers service agreements. Collaborates with Technical Support Engineers (TSEs) who are often in charge of many of Hypercare customers technical support cases to guarantee timely status updates customer communication duplication and root cause resolution. You cultivate relationships with key customer stakeholders and internal Five9 teams to facilitate effective communication.

Principal Duties and Essential Responsibilities:

Operates as the lead point of contact for all matters specific to Hypercare customers.
Builds and maintains strong long-lasting customer relationship.
Ensures the timely and successful delivery of solutions.
Clearly communicates the progress of weekly and monthly initiatives to both internal and external stakeholders.
Prepares cases analyses employing data trends to analyze behavior patterns preempting potential impacts.
Assists with high severity requests or issue escalations as needed.
Solutions Engineers are expected to proactively reach out to Customers in the event of Service Interruptions and degradations.
Identify the customers managed services needs gather requirements establish success criteria document and validate desired operations.
Conduct checkpoints with key Hypercare stakeholders.
Assess and fine tune service deliverables to ensure operational excellence.

Requirements:

At least 5 years of professional experience with a minimum of 3 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
Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
Knowledge of contact center operations.
Excellent verbal and written communication skills.
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.

Preferred Requirements:

At least 1-year experience in handling Enterprise customer-relations
Experience in supporting and implementation of AI and automation systems
Project management skill

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 13^thmonth pay Solo parent leave Special leave for women)

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 including our privacy notice to California residents here: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

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 journ...