Technical Support Representative
Mandaluyong City, Philippines
6h ago

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.

Five9 is looking Customer Support Representatives who will provide technical support to all Five9 customers. This includes phone, voicemail, web and email support.

As part of the Customer Success Team, the customer support representative is the first point of contact for customers. The customer Support Representative is expected to troubleshoot and resolve all customer tickets from basic to complex configuration problems.

  • Deal with all customers politely, courteously, and professionally
  • Understand customers’ needs through effective listening and questioning skills
  • Provide technical support through voice and email to address customers’ concerns on installation and configuration.
  • Provide high quality, efficient and effective customer service
  • And other duties as assigned by management :
  • Excellent verbal and written skills in English
  • A minimum of 3 years experience in a call center related, customer facing role such as : Technical Support, Escalations, Training or Project Management
  • Must possess strong technical call center skills preferably in a technical support or customer service role
  • Strong knowledge of hosted solutions (SaaS), Networking, Database structures, PBX, ACD, CTI, VoIP, IVR / VRU and Call Center practices.
  • Must be an independent self-starter possessing excellent time management skills.
  • Availability to work a night shift Pacific time business hours
  • Bachelor’s degree from a reputable institution or equivalent in relevant work experience
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