Solution Engineer
Posted:
9/26/2023, 7:57:08 AM
Location(s):
Manila, Metro Manila, Philippines ⋅ Cainta, Rizal, Philippines
Experience Level(s):
Mid Level ⋅ Senior
Field(s):
DevOps & Infrastructure ⋅ Software Engineering
Pay:
$106/hr or $220,480 total comp
Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.
We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
- Operates as the lead point of contact for any and all matters specific to the assigned customer account
- Establishes productive, professional relationships with key personnel in assigned customer accounts.
- Ensures the timely and successful delivery of solutions
- Communicates clearly the progress of weekly and monthly initiatives to both internal and external stakeholders
- Direct clients through issue resolution including customer meetings, status reports and updates.
- Prepares cases analyses
- Proactively reach out to customers in the event of Service Interruptions
- Deploy the solution based on defined requirements
- Assess and fine tune service deliverables to ensure operational excellence
- Identify the customer's managed service's needs, gather requirements, establish success criteria, document and validate desired operations
- Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.
- Must possess strong technical call center skills preferably in a technical support or customer service role.
- Functional knowledge of Salesforce, NetSuite, leads 360, ITSM CRM’s or conceptual knowledge of CRM’s.
- Experience with SaaS model and applications a plus.
- Knowledge of Enterprise Reporting tools such as Business Objects.
- At least 1-year experience in handling Enterprise customer-relations
- Experience in technical writing, documentation, and business presentations
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)
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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 https://www.five9.com/pt-pt/legal.
California residents, view our Privacy Notice here: https://www.five9.com/legal/candidatenoticeca.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
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Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.
Five9
Website: https://www.five9.com/
Headquarter Location: San Ramon, California, United States
Employee Count: 1001-5000
Year Founded: 2001
IPO Status: Public
Last Funding Type: Debt Financing