Confidential

Compensation

Full Description

The Five9 Support Technician provides Tier II technical support and daily assistance for the Five9 cloud contact center platform. This role is responsible for supporting end users, resolving routine technical issues, assisting with system configurations, and escalating advanced problems to senior support staff or vendor support. The position requires a strong technical foundation, effective troubleshooting skills, and a customer service mindset. Duties and Responsibilities: End-User Support • Act as the first point of contact for Five9-related issues reported by call center staff. • Troubleshoot user login, softphone setup, headset configuration, call quality, and workstation connectivity. • Deliver clear technical guidance to non-technical users. System Administration Assistance • Support creation and modification of agent profiles, skill assignments, and campaign configurations. • Assist with queue, IVR, and call routing changes under direction of senior staff. • Perform daily monitoring of system performance and uptime. Technical Troubleshooting • Resolve Tier I/II issues and escalate unresolved incidents to vendor support. • Document troubleshooting steps and outcomes in the helpdesk ticketing system. • Participate in testing and validation of patches, upgrades, and new features. Integration & Connectivity • Provide Tier I/II support for Five9 integrations with CRM and collaboration tools (e.g., Salesforce, ServiceNow, Jira and Microsoft Teams). • Assist with VoIP and network-related troubleshooting (SIP signaling, latency, packet loss, QoS). Knowledge Management & Training • Create and maintain support documentation, FAQs, and knowledge base articles. • Deliver new agent onboarding for Five9 usage and troubleshooting best practices. Ticket Management: • Respond to all Five9-related incidents within 10 minutes during business hours. • Resolve 80% of Tier I/II tickets without escalation. • Maintain an average ticket closure time of less than 1 hour for routine issues. Escalation & Documentation: • Accurately document 100% of incidents and troubleshooting steps in the helpdesk system. • Escalate unresolved issues within 30 minutes of identifying out-of-scope problems. System Reliability Support: • Perform and log daily health checks. • Achieve 99% uptime support compliance through proactive monitoring and timely escalation. User Satisfaction: • Maintain a user satisfaction rating of 90% or higher on post-support surveys. • Provide clear, professional communication during all support interactions. Professional Development: • Complete at least one technical certification or training module per year relevant to VoIP, networking, or Five9. Education and Work Experience: • 4 - 5 years of IT helpdesk, desktop support, or contact center technology support experience. • Foundational knowledge of: • VoIP concepts (latency, jitter, packet loss, QoS). • Networking basics (TCP/IP, DNS, DHCP, VPN, firewalls). • SaaS/cloud platforms. • Experience troubleshooting hardware/software issues on Windows and/or macOS. • Hands-on exposure to Five9 Agent Desktop or Admin Portal. • The ability to create and manage Automation and BOTS • Experience with creating and managing dashboards • Strong written and verbal communication skills. • Ability to document issues, solutions, and escalation steps thoroughly. Preferred Qualifications • Familiarity with CRM or helpdesk platforms (Salesforce, Zendesk, Jira or ServiceNow). • Experience with IT ticketing systems and ITIL practices. • Certifications: CompTIA A+, Network+, or equivalent entry-level IT certifications.