Technical Support Specialist

- Subject Matter Expert | Amazon - Assisting Agents handling their calls - Evaluating and processing refunds and replacements - Handling Supervisor calls

- Provide excellent account management, project management, and technical consulting to Five9’s clients who have enrolled in TSM & TAM Services. - Partner with clients to build and maintain a ‘Trusted Advisor’ relationship; understand their business needs, propose recommendations and solutions designed to optimize Five9’s platform, and enhance operational effectiveness. - Articulate the value of Five9’s services, products, and concepts through presentations, demonstrations, and open discussions with clients. - Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient. - Directly support and troubleshoot technical issues as needed. - Manage service interruptions that could impact client’s business operations; research root causes analysis and communicates next steps to clients and internal teams to help mitigate any risk. - Keep clients informed of any/all issues that could potentially impact Five9’s platform such as routine maintenance, patches, software product changes and releases. - Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement. - Provide customer support case oversight and status updates to both internal management and clients on a regular basis. - Adopt a proactive mindset to help anticipate clients’ needs and mitigate service and operational issues.

- People handling - Assisting Agents in handling their calls performing troubleshooting and assisting customers - Handling Supervisor calls

- Experience in LAN/WAN technologies - Network troubleshooting and analysis. - Proficient in technical and non-technical communication, both oral and written. - Good leadership skills and the ability to guide and provide technical direction for a given project. - Excellent problem-solving, analytical, and logical thinking skills. - A team player with humility and a good sense of humor - Handles hot tickets, calls, and/or issues.