Technical Support Specialist

**Technical Support Specialist**
at Five9 San Ramon, California, United States
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 Specialist will play a key role in evaluating, troubleshooting and quickly resolving technical concerns and questions with the product. TSS 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: Five9, Genesis, Cisco, Nuance, Avaya, Aspect, Nortel, Interactive Intelligence, etc. Ideal Locations: Kansas City, Kansas, Austin, Texas, Hartford, Connecticut Remote: must be available for onsite/hybrid location **HOURS: Team is 24x7 so position will require some or all shifts for individual to work over-night and or weekends with at least two consecutive days off per week**
**Principal Duties and Essential 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.
* Providing direct support to premium support 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.
* Case and or account escalation management.
* Identifies underlying causes of a problem, including problem identification and classification.
* Diagnose problems accurately and works to find appropriate solutions in a timely manner.
* Partner with Customers to optimize the Five9 call center software solution.
* Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization.
* Proactively trend analysis to offer preventative solutions and identify/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 Five9 internal organizations.
* Participation in after hour on-call rotation.
* Work within a 24x7x365 support environment.
* Job requirements are subject to change based on management discretion.
* **HOURS: Team is 24x7 so position will require some or all shifts for individual to work over-night and or weekends with at least two consecutive days off per week**
**Minimum Requirements:**
* 3-5 years of related experience, with a minimum of 2 years in software support position.
* BA/BS or equivalent experience.
* 2 years related experience in SalesForce, ServiceNow or equivalent CRM/ticketing system
* Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
* Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
* Knowledge of Networking protocols such as TCP/IP, SIP, RTP and other layers of the OSI Model.
* Excellent verbal and written communication skills.
* Excellent Time Management Skills
* Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
* Willingness to travel.
* Willingness to work on a night shift schedule and on varied hours based on business needs.
* Experience working across cultures.
* Knowledge of contact center operations.
* Experience in technical writing and documentation
**Preferred Requirements:**
* Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.
* Must possess strong technical call center skills preferably in a technical support or customer service role.
* Functional Knowledge of Verint, NICE or IEX
* Functional knowledge of Salesforce, NetSuite, leads 360, ITSM CRMs or conceptual knowledge of CRMs.
* Knowledge of Network troubleshooting skills using a various applications such as Wireshark or Pathview.
* Coding experience a plus.
* Experience with SaaS model and applications a plus.
* Project management skills.
* Knowledge of Enterprise Reporting tools such as Business Objects.
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 is located in San Ramon, CA, and we continue to expand globally. We offer a very competitive base salary, full benefits package, and an attractive employee stock purchase plan. Five9 is a high-energy environment with lots of room for personal and professional growth. #LI-FI #LI-Remote
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.
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Our headquarters are located in the beautiful in San Ramon, CA.
**U.S. Equal Opportunity Employment Information (Completion is voluntary)**
Individuals seeking employment at Five9 are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.
Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
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