Support Engineer

• Implement, troubleshoot, and support the Five9 call center software solutions in a wide array of configurations and customer environments both remotely and on-site.
• Partner with Hypercare Customers to optimize the Five9 call center software solution.
• Perform MACD (Move/Add/Change/Delete) tasks.
• Providing direct support to Hypercare customers as well as handling all escalated software related inquiries from customers, business partners, and vendors.
• Answering incoming calls, responding to customer emails, and resolving escalated problems.
• Identifies underlying causes of a problem, including problem identification and classification.
• Diagnoses problems accurately and works to find appropriate solutions in a timely manner.
• Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization.
• Conducts preliminary business scan before customer’s business hours and every post-maintenance ensuring readiness and uptime of service after every updates.
• 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.
• Work within a 24x7x365 support environment.
• Job requirements are subject to change based on management discretion.

Technical Support Engineer – Hypercare Team

Product Support Engineer

Client Support Analyst