Escalations Account Manager Five9
THIS JOB HAS EXPIRED Overview of Job Function:
The Technical Support Escalations Engineer will play a key role in evaluating, troubleshooting and quickly resolving technical concerns and questions with the product. The ideal candidate will have in-depth software support with one or more of the following Call Center Solutions: Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.
Principal Duties and Essential Responsibilities:
Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environments both remotely and on-site.
Case and or account escalation management.
Identifies underlying causes of a problem, including problem identification and classification.
Diagnoses 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 organization.
Proactively do trend analysis in an attempt to offer preventative solutions and eliminate recurring problems.
Will be cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customers.
Will work cross functionally in a customer facing capacity, and coordinate with internal organizations with Five9.
Participation in after hour on-call rotation.
Work within a 24x7x365 support environment.
Job requirements are subject to change based on management discretion.
5-7 years of related experience, with a minimum of 3-5 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.
Excellent verbal and written communication skills.
Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
Willingness to travel.
Willingness to work varied hours.
Experience working across cultures.
Knowledge of contact center operations.
Experience in technical writing and documentation
Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.
Functional Knowledge of NICE Perform and IEX Workforce Management.
Functional knowledge of Salesforce, NetSuite, leads 360, ITSM CRM?s or conceptual knowledge of CRM?s.
Knowledge of Network troubleshooting skills using a various applications such as Wireshark or Pathview.
Coding experience a plus.
Experience with SaaS model and applications a plus.
Project management skills.
Knowledge of Enterprise Reporting tools such as Birst.
Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.).
||San Ramon, CA |
THIS JOB HAS EXPIRED