Technical Support Engineer WFO

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:

• Creative problem-solving capabilities, ownership of issues, and excellent organization and follow-up
• Implement, troubleshoot and support WFO applications integrated within a wide array of configurations and customer environments
• Partner with customers to optimize the Five9 call center software solutions
• Diagnose problems accurately and work to find appropriate solutions in a timely manner
• Create and update knowledge articles (internal/external)
• Document technical issues, escalations and customer interactions within the CRM system
• Work with Product Management and Engineering ensuring appropriate resolution.
• Cognizant of all known service outages and will maintain awareness of all maintenance and software product changes that could impact customers
• Work cross functionally in a customer facing capacity to coordinate within Five9 and partner organizations

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 discretion

Preferred 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 skills

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^th month pay, Solo parent leave, Special leave for women)

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