Solution Engineer - Hypercare Team

Five9; Manila; Hybrid; PHP 700,000 - 900,000; Full time

Benefits offered by this job

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

Job summary

Dormont Manufacturing Co is seeking a Solutions Engineer for the Hypercare team in Metro Manila, Philippines. This role requires at least 5 years of professional experience, where you will be the main contact for customer technical support and resolve high-impact technical cases.

The ideal candidate will have knowledge of PBX, VoIP, and strong communication skills. Benefits include company stocks, annual merit increases, and HMO with free dependents.

Qualifications

• At least 5 years of professional experience, with a minimum of 3 years in software support position.
• Knowledge of contact center operations.
• Willingness to travel.

Responsibilities

• Builds and maintains strong, long-lasting customer relationships.
• Clearly communicates the progress of weekly and monthly initiatives to stakeholders.
• Assists with high severity requests or issue escalations as needed.

Skills

PBX, ACD, CTI, VoIP and IVR applications

TCP/IP and OSI Model knowledge

Microsoft Office products

Excellent verbal and written communication skills

Technical writing and documentation

Time management skills

Customer relations handling

Education

BA/BS or equivalent experience

Job description

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 everyday 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.

Solution Engineer - Hypercare Team

Overview of Job Function

At Five9, the Solutions Engineer (SE) is a senior member of the Hypercare team. As a Solutions Engineer, you will be the point of contact for assigned Hypercare customers and will provide them with advanced-level technical support. You manage high-impact technical cases, ensuring that all break/fix issues are resolved in accordance with customer’s service agreements. Collaborates with Technical Support Engineers (TSEs), who are often in charge of many of Hypercare customers’ technical support cases, to guarantee timely status updates, customer communication, duplication, and root cause resolution. You cultivate relationships with key customer stakeholders and internal Five9 teams to facilitate effective communication.

Principal Duties and Essential Responsibilities

• Operates as the lead point of contact for all matters specific to Hypercare customers.
• Builds and maintains strong, long-lasting customer relationship.
• Ensures the timely and successful delivery of solutions.
• Clearly communicates the progress of weekly and monthly initiatives to both internal and external stakeholders.
• Prepares cases analyses, employing data trends to analyze behavior patterns, preempting potential impacts.
• Assists with high severity requests or issue escalations as needed.
• Solutions Engineers are expected to proactively reach out to Customers in the event of Service Interruptions and degradations.
• Identify the customer’s managed service’s needs, gather requirements, establish success criteria, document, and validate desired operations.
• Conduct checkpoints with key Hypercare stakeholders.
• Assess and fine tune service deliverables to ensure operational excellence.

Requirements

• At least 5 years of professional experience, with a minimum of 3 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
• Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
• Knowledge of contact center operations.
• Excellent verbal and written communication skills.
• 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

• At least 1-year experience in handling Enterprise customer-relations
• Experience in supporting and implementation of AI and automation systems
• Project management skill

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, 13thmonth 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.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.