Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually.
Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
Title : Subject Matter Expert (CRM and Integrations)
Reports to (title) : Technical Support Manager
Business Team : Customer Success
Overview of Job Function :
Principal Duties and Essential Responsibilities :
Partner with customer in performing Salesforce upgrades and ensuring successful integration
Answer inquiries regarding CRM configuration that is related to the Five9 Integrations.
Support both internal and external customers on how to optimize their Five9 integration with other platforms such as Microsoft Dynamics, Oracle, Zendesk, Service Now, Zoom, Zoho, Velocify and many more.
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.
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.
Work within a 24x7x365 support environment.
Job requirements are subject to change based on management discretion.
Preferred Requirements :
3 + years of related experience in the administration and maintenance of Salesforce system
Salesforce Certified Administrator or Salesforce Advance Administrator
In-depth knowledge of Salesforce products and their functionalities
Proficient in other platform such as MS Dynamics, Zendesk, Oracle, Service Now, Zoom
Working knowledge on API
Excellent verbal and written communication skills.
Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
Willingness to travel.
Willingness to work varied hours based on business needs.
Experience working across cultures.
Knowledge of contact center operations.
Experience in technical writing and documentation
Must possess strong technical call center skills preferably in a technical support or customer service role.
Experience with SaaS model and applications
Familiar with all common CS Operational processes.