Technical Support Engineer - Spanish/Portuguese Speaker

Overview of Job Function: 

The Technical Support Engineer – Bilingual Spanish/Portuguese – English Speaking will play a key role in evaluating, troubleshooting, and quickly resolving technical concerns and questions with the product used by customers. Technical Support Engineer – Bilingual Spanish – English Speaking will provide support through various channels via email and phone. Expected to provide not just break-fix solutions but also conduct proactive measures to ensure service availability. 

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.
• Providing direct support to 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 in both Spanish/Portuguese and English language.
• 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.
• 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.

Minimum Requirements:

• At least 3 years of professional experience, with a minimum of 2 years in software support position.
• Excellent verbal and written communication skills in both Spanish and English.
• Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
• Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model.
• Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
• Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities simultaneously.
• May need to work flexible hours to meet customer needs and escalations. Generally, will work at designated shifts aligned with the customer.
• Knowledge of contact center operations.
• Excellent verbal and written communication skills.
• Experience in technical writing and documentation.
• BA/BS or equivalent experience.
• Willingness to travel.

Preferred Requirements:

• Understanding of Contact Center concepts and software like Performance Management, Workforce Management,
• Knowledge Management, Quality Monitoring, etc.
• Experience in supporting and implementation of AI and automation systems
• Must possess strong technical call center skills preferably in a technical support or customer service role.
• Functional Knowledge of Workforce Management tools and application.
• Functional knowledge of Salesforce, NetSuite, leads 360, ITSM CRM’s or conceptual knowledge of CRM’s.
• Knowledge of Network troubleshooting skills using 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 and Data Analytics

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, 13^th month pay, Solo parent leave, Special leave for women)