Technical Solutions Specialist - Network/Telecoms
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 Technical Solutions Specialist is responsible for diagnosing and resolving complex network and telecom issues using advanced analytical tools and techniques. This role requires the ability to analyze data, manage escalations, and present technical insights to management. The specialist collaborates with cross-functional teams to drive process improvements, enhance performance, and share best practices across the organization.
Principal Duties and Essential Responsibilities:
- Network and Telecom Troubleshooting: Utilize advanced diagnostic tools, including Wireshark, LogicMonitor, Razor, Empirix, Netscore, ThousandEyes, and Looker, to identify and resolve complex network and telecom issues.
- Data Analysis: Leverage data analytics platforms such as Salesforce and Domo to interpret network and telecom data, identify patterns, and recommend performance improvements.
- Findings Presentation: Translate technical findings into actionable insights and deliver presentations to management, offering clear and impactful recommendations.
- Internal Escalation Support: Manage and resolve internal escalation calls from cross-departmental teams, delivering prompt and effective solutions to advanced technical challenges.
- Root Cause Analysis: Examine escalation trends and root causes to identify process improvement opportunities, reduce recurring issues, and optimize overall network and telecom performance.
- Cross-Functional Collaboration: Partner with diverse teams to address technical issues, implement strategic improvements, and share best practices for knowledge enhancement.
Minimum Requirements:
- At least 5 years of professional experience, with a minimum of 3 years working in network and telecom analysis or a related role
- Technical Skills: Proficient in troubleshooting complex technical issues.
- Analytical Expertise: Strong data analysis skills.
- Communication: Exceptional communication and presentation abilities. Knowledge of contact center operations.
Preferred Requirements:
- Data Analysis Proficiency: Experience with platforms such as Salesforce and Domo.
- Troubleshooting Tools: Advanced knowledge of diagnostic tools, including Wireshark, LogicMonitor, Razor, Empirix, Netscore, ThousandEyes, and Looker.
- Presentation Excellence: Skilled in translating technical findings for management-level stakeholders.
- Certifications: Relevant credentials such as CCNA, CCNP, or ITIL.
- Escalation Management: Proven experience in handling escalation calls and conducting trend analysis to drive improvements.
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, 13th 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.
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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.