Service Optimization Specialist
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.
The Service Optimization Specialist will play a key role supporting clients, building and implementing projects, and act as a consultant to C-level contacts and operational teams for best practices in their Contact Center. Technical Account Management experience and ability to drive customer satisfaction is valuable, along with solution implementation, support, and sales engineering experience in the premise-based or cloud telecommunications software industry. Special consideration will be given to candidates that possess a background in both contact center operations and technology with a preference towards those that have experience with Five9 software and adjacent technologies
Key Responsibilities:
Manage Non-Break Fix Cases ensuring complete satisfaction from a technical, business, and reporting perspective
Manage the day-to-day operational and tactical aspects of multiple customer implementations; effectively communicate plans, progress and status both internally and to the customer organization
Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environments
Partner with Customers to optimize the Five9 call center software solution
Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
Develop materials in-line with the specific sales and/or services opportunity requirements, to include diagrams, SOP’s, or operational runbooks associated with Five9 technology
Consult with the customers to make steady and ongoing improvements to thecontact center by way of process improvements, configuration changes, KPI adherence, etc.
Advocate for the customer as an escalation point with our wider support and operational teams, clearly articulating customer requests, and involving others as required to deliver customer solutions
Key Qualifications:
5+ years of related experience, with minimum of 2+ years in a contact center environment.
Strong skills in project management, client management, and technical contact center operations
Strong knowledge of PBX, ACD, CTI, IVR and other call center related technology
TCP/IP Networking knowledge
Strong practical understanding of VoIP applications and its principles
Proficient with WAN applications
Well-versed in CRM applications such as Salesforce, Microsoft Dynamics, Oracle, ServiceNow, Zendesk, etc.
Ability to interpret HTML / XML related web posting
Outstanding customer verbal and written communication skills
Excellent time management skills including managing multiple client implementations/projects and sales activities simultaneously
Must bring an entrepreneurial, self-starting mindset
Preferred Qualifications:
3+ years of experience with Five9 Admin, Supervisor, and/or Reporting
Strong analytical capabilities (MS Excel, BI Tools, etc)
Experience with SaaS model and applications
Strong understanding of PC and its operating systems
Experience with SaaS model and applications
Development experience
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)
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.