Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environments both remotely and on-site.Providing direct support to Five9 Certified customers as well as handling all escalated software related inquiries from customers, business partners and vendors.Handling escalated cases from Technical Support Representatives and or SMB customersIdentifies underlying causes of a problem, including problem identification and… Show more Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environments both remotely and on-site.Providing direct support to Five9 Certified customers as well as handling all escalated software related inquiries from customers, business partners and vendors.Handling escalated cases from Technical Support Representatives and or SMB customersIdentifies underlying causes of a problem, including problem identification and classificationDiagnoses problems accurately and works to find appropriate solutions in a timely manner.Partner with Customers to optimize the Five9 call center software solution.Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organizationProactively do trend analysis in an attempt to offer preventative solutions and eliminate recurring problems.Cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customers.Work cross functionally in a customer facing capacity, and coordinate with internal organizations with Five9. Show less

As a Technical Support Advisor and Community moderator, we areresponsible to:Provide support to business owners in their Network EnvironmentEscalate cases to Support assistance or Engineering interventionModerate and manage the client community siteAssist Support experts with casesProvide Knowledge checks and training to experts

As a Subject Matter Expert, we are responsible to:Assist Support experts in handling customer casesGet escalation and Supervisor requests casesCoach and train experts on existing and new product featuresApprenticeship with Managerial tasks