Spanish Bilingual Support

Principal Duties and Essential Responsibilities: 

• Implement, troubleshoot and support the Five9 call center software solutions.
• Providing direct support to customers.
• Answering incoming calls and responding to customer emails in both Spanish and English language.
• Identifies underlying causes of a problem, including problem identification and classification.
• Diagnose problems accurately and works to find appropriate solutions in a timely manner.
• Partner with Customers to optimize the Five9 call center software solution.
• Work within a 24x7x365 support environment.

Minimum Requirements:

• Graduate of any IT related courses
• Minimum of 2 years of equivalent work experience as a Technical Support
• Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
• Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model.
• Excellent verbal and written communication skills in both Spanish and English.
• Willingness to work varied hours based on business needs.
• Experience working across cultures.
• Knowledge of contact center operations.
• Independent self-starter possessing excellent time management skill.

Preferred Requirements:

• Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.
• Possess strong technical skills preferably in a technical support or customer service role.
• Experience in technical writing and documentation
• Basic knowledge of Network troubleshooting.
• Knowledge of hosted solutions (SAAS)

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)