Five9 Technical Service Manager- Bilingual Spanish Speaking

Responsibilities: 

• Provide excellent account management, project management and technical consulting to Five9’s clients who have enrolled in TSM & TAM Services.
• Partner with clients to build and maintain a ‘Trusted Advisor’ relationship; understand their business needs, propose recommendations and solutions designed to optimize Five9’s platform and enhance operational effectiveness.
• Articulate the value of Five9’s services, products and concepts through presentations, demonstrations and open discussion with clients.
• Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient. 
• Directly support and troubleshoot technical issues as needed.
• Manage service interruptions which could impact client’s business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk.
• Keep clients informed of any/all issues that could potentially impact Five9’s platform such as routine maintenance, patches, software product changes and releases. 
• Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement.
• Provide customer support case oversight and status updates to both internal management and clients on a regular basis.
• Adopt a proactive mindset to help anticipate client’s needs and mitigate service and operational issues. 

Qualifications: 

• 3-5 years of related experience in a consulting or project management role,
• 3 years in a software support role.  
• Solid technical knowledge of networking theories and protocols such as TCP/IP, SIP, FTP/SFTP, OSI Model.
• In depth knowledge of one or more call center solutions like:  Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.
• Experience in technical writing and documentation.
• Experience in contact center objectives, methodologies, tools & operations, contact center reporting and KPIs.
• Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications.
• Strong project management and client-facing skills - Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.).
• Willing to travel to client sites as required; able to work outside standard business hours.
• Excellent verbal and written communication skills.
• Team player, self-starter, able to manage multiple priorities and meet deadlines.
• Bachelor’s degree in a technical field and/or comparable industry certifications and experience 

Nice to Have: 

• Understanding of quality monitoring tools and workforce management software such as NICE/IEX, Authority Software etc.
• Understanding of CRMs such as Salesforce, NetSuite, Leads 360 (Velocify), Oracle Service Cloud (RightNow), etc. 
• Understanding of WFM/WFO Solutions such as Verint, CSI, Calabrio, NICE, etc. - Knowledge of network troubleshooting tools such as Wireshark or Pathview.
• Basic working knowledge API, HTML and Java scripting is a huge plus.

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, 13^th month pay, Solo parent leave, Special leave for women)

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