Technical Support Engineer

Technical Support Engineer - Hypercare Team

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 used by Hypercare customers. Technical Support Engineer 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.
• Partner with Hypercare Customers to optimize the Five9 call center software solution.
• Perform MACD (Move/Add/Change/Delete) tasks.
• Providing direct support to Hypercare 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.
• Identifies underlying causes of a problem, including problem identification and classification.
• Diagnoses problems accurately and works to find appropriate solutions in a timely manner.
• Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization.
• Conducts preliminary business scan before customer's business hours and every post-maintenance ensuring readiness and uptime of service after every updates.
• 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.
• Work within a 24x7x365 support environment.
• Job requirements are subject to change based on management discretion.

Minimum Requirements:

• At least 3 years of professional work experience, with a minimum of 2 years in software support position.
• BA/BS or equivalent experience.
• 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.)
• Experience in technical writing, documentation, and business presentations
• Excellent verbal and written communication skills.
• Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
• Knowledge of contact center operations.
• May need to work flexible hours to meet customer needs and escalations. Generally, will work at designated shifts aligned with the customer.
• Willingness to travel.

Preferred Requirements:

• Understanding of Contact Center concepts and software like Performance Management, Workforce Management,
• Knowledge Management, Quality Monitoring, etc.
• Experience in supporting and implementation of 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 application.
• Functional knowledge of Salesforce, NetSuite, leads 360, ITSM CRM's or conceptual knowledge of CRM's.
• Knowledge of Network troubleshooting skills using 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 and Data Analytics

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)