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.
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.
Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Top Skills
What We Do
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps increase agent and supervisor productivity, connects the contact center to the business, and ultimately deliver tangible business results including increased revenue and enhanced customer trust and loyalty
