12 months ago
Manila, PhilippinesSenior / Mid Level
Responsibilities
- Act as the lead point of contact for Hypercare customers.
- Build and maintain strong customer relationships.
- Ensure timely and successful delivery of solutions.
- Communicate progress of initiatives to stakeholders.
- Prepare case analyses using data trends.
- Assist with high severity requests or escalations.
- Proactively reach out to customers during service interruptions.
- Identify customer needs and establish success criteria.
- Conduct checkpoints with key stakeholders.
- Assess and fine-tune service deliverables.
Requirements
- At least 5 years of professional experience, with a minimum of 3 years in software support.
- BA/BS or equivalent experience.
- Knowledge of PBX, ACD, CTI, VoIP, and IVR applications.
- Understanding of networking theories and protocols like TCP/IP.
- Working knowledge of Microsoft Office products.
- Experience in technical writing and business presentations.
- Excellent time management skills to handle multiple cases.
- Knowledge of contact center operations.
- Excellent verbal and written communication skills.
- Willingness to work flexible hours and travel as needed.
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.
- Internet and meal allowance while working from home.
- Employee Assistance Program for mental and social well-being.
- Government-mandated benefits.
Categories
About Five9
Five9 builds cloud contact center software (CCaaS) for enterprises to manage voice and digital customer interactions, powered by AI for routing, automation, and analytics. It sells its platform as SaaS with modules for IVR, outbound dialers, agent desktop, workforce engagement, and CRM integrations such as Salesforce and ServiceNow. The company is headquartered in San Ramon, CA, serves 2,500+ customers globally, and is a public company listed on Nasdaq (also BMV).