Five9~19d ago

Customer Support (CS) Operations - Comms Engineer

ManilaHybridmid

OtherEngineerCustomer SuccessCustomer Success Operations ManagerSupport

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Quick Summary

Key Responsibilities

Assist in communication and coordination to customer contact roles or points of contact from initiation to implementation of operations (product/service) in the Five9 System.

Technical Tools

OtherEngineerCustomer SuccessCustomer Success Operations ManagerSupport

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.

Responsibilities

~1 min read

→Assist in communication and coordination to customer contact roles or points of contact from initiation to implementation of operations (product/service) in the Five9 System.
→Internal coordination within CS to Support off-hours/Maintenance activities.
→Assist the team with managing the accuracy of customer lists in various forms to support all related Customer Success Maintenance Team and other communication
→Assist in sending communication to customers regarding Service and or Outage Alerts
→Assist in disseminating communication to internal groups regarding Service and or Outage Alerts
→Assist in drafting the Root Cause Analysis (RCA)
→Tracking and communicating projects progress
→Assists in overseeing project implementation
→Participate in Customer Success Maintenance Team scheduled or requested activities
→With the exposure to communicating and interacting with business leaders on our customers' organization, the candidate should consistently and proactively identify, anticipate, and meet individual customer's needs and expectations.
→Other ad hoc duties/tasks as assigned by management

Requirements

~1 min read

The candidate must:

Have excellent technical skills
Be Knowledgeable of process-related standards
Be an analytical thinker with interpersonal skills
Have working experience in a call center environment.
Have experience or working knowledge of Jira or change management tools.
Be willing to work extended hours and even during weekends.
Be excellent in written and oral communication.
Have strong regard for providing quality results on time as an individual or behalf of the group.
Have the behavioral competence of accurately prioritizing work to achieve optimal results.
Be expected to learn and properly utilize all the internal tools used by the Customer Success Maintenance Team (i.e. – SAT Tool, SFDC, MS OFFICE apps, Five9 apps)