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.
NOC Tech I
Key Responsibilities
- Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
- Monitor and Identify events proactively resolving issues.
- Respond & Resolve Customer escalations within the SLA window.
- Turn up customer applications & services in accordance with standard procedures.
- Open and track to resolution carrier and internal tickets.
- Monitor Network Security and report and document any breaches.
- Gather and report data on the health and operation of Five9 services.
Required Experience
- Minimum 1 year of related experience in a software support position
- Experience or background in a military, technical or customer service environment.
- Mid-Level technical knowledge in at least one of the following categories.
- Telephony configuration and troubleshooting
- Networking configuration and troubleshooting
- Systems administration and troubleshooting
- Database Use and Administration
- Must be willing to work shifts and participate in on-call rotation (Days/Nights/Weekends).
- Ability to communicate clearly (both in writing and speech).
Desirable Qualifications
- Understanding of the following voice and data protocols: SIP, ISDN, MGCP, RTP, TCP, SDP, UDP, HTTP, DHCP, DNS, NAT.
- Analysis and Problem-solving skills.
- Advanced knowledge of PBX, ACD, CTI, VoIP and IVR applications.
- Basic knowledge in networking theories and protocols such as TCP/IP and the OSI Model
- Basic knowledge of Operating Systems (Microsoft and Linux) administration.
- Experience with ticketing systems.
- Able to follow direction.
- Attention to detail.
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)
#LI-Remote #LI-JM2
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.
Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Top Skills
What We Do
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps increase agent and supervisor productivity, connects the contact center to the business, and ultimately deliver tangible business results including increased revenue and enhanced customer trust and loyalty
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