Technical Support Engineer – Bilingual Spanish – English Speaking Manila, Manila, Philippines

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 every day 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.

Overview of Job Function:

The Technical Support Engineer – Bilingual Spanish – English Speaking will play a key role in evaluating, troubleshooting, and quickly resolving technical concerns and questions with the product used by customers. This role will provide support through various channels via email and phone, expected to provide not just break-fix solutions but also conduct proactive measures to ensure service availability.

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.
• Provide direct support to customers as well as handle all escalated software-related inquiries from customers, business partners, and vendors.
• Answer incoming calls, respond to customer emails, and resolve escalated problems in both Spanish and English.
• Identify underlying causes of a problem, including problem identification and classification.
• Diagnose problems accurately and work to find appropriate solutions in a timely manner.
• Partner with customers to optimize the Five9 call center software solution.
• Seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization.
• Conduct preliminary business scans before customer business hours and post-maintenance to ensure readiness and uptime of service after every update.
• Maintain awareness of all known service outages and all maintenance/software product changes that could impact customers.
• Work cross-functionally in a customer-facing capacity and coordinate with internal organizations within Five9.
• Work within a 24x7x365 support environment.
• Job requirements are subject to change based on management discretion.
• At least 3 years of professional experience, with a minimum of 2 years in a software support position.
• Excellent verbal and written communication skills in both Spanish and English.
• 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.)
• Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
• May need to work flexible hours to meet customer needs and escalations. Generally, will work at designated shifts aligned with the customer.
• Knowledge of contact center operations.
• Experience in technical writing and documentation.
• BA/BS or equivalent experience.
• Willingness to travel.

Preferred Requirements:

• Understanding of contact center concepts and software like Performance Management, Workforce Management.
• Experience in supporting and implementing AI and automation systems.
• Must possess strong technical call center skills preferably in a technical support or customer service role.
• Functional knowledge of Workforce Management tools and applications.
• Functional knowledge of Salesforce, NetSuite, leads 360, ITSM CRMs or conceptual knowledge of CRMs.
• Knowledge of network troubleshooting skills using various applications such as Wireshark or Pathview.
• Experience with SaaS model and applications a plus.
• Knowledge of enterprise reporting tools and data analytics.

Company Benefits:

• Company stocks
• Annual merit increase based on performance
• 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)

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.