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.
Technical Support Engineer - Spanish Speaking
Overview of Job Function:
The Technical Support Engineer will play a key role in evaluating, troubleshooting and quickly resolving technical concerns and questions with the product. The TSE will provide support to customer on all five continents, through various channels via email and phone, using Spanish and English Language. The ideal candidate strong technical background preferably in a call center environment.
Principal Duties and Essential Responsibilities:
- Implement, troubleshoot and support the Five9 call center software solutions.
- Providing direct support to customers.
- Answering incoming calls and responding to customer emails in both Spanish and English language.
- 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.
- Work within a 24x7x365 support environment.
Minimum Requirements:
- Graduate of any IT courses or equivalent work experience as a Technical Support
- Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
- Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model.
- Excellent verbal and written communication skills in both Spanish and English.
- Willingness to work varied hours based on business needs.
- Experience working across cultures.
- Knowledge of contact center operations.
- Independent self-starter possessing excellent time management skill.
Preferred Requirements:
- Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.
- Possess strong technical skills preferably in a technical support or customer service role.
- Experience in technical writing and documentation
- Basic knowledge of Network troubleshooting.
- Knowledge of hosted solutions (SAAS).
- Must be a permanent resident here in the Philippines.
Company Benefits
- Company stock
- 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.
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
