Technical Support Representative- bilingual german speakingFive9 Inc.

Job Description
Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.
We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
Five9 Technical Support Representative German Speaking
Overview of Job Function:
The Technical Support Representative will play a key role in evaluating, troubleshooting and quickly resolving technical concerns and questions with the product. The TSR will provide support to customer on all five continents, through various channels via email and phone, using the German and English Language. The ideal candidate strong customer service skills background preferably in a call center environment.
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 German 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.
Work within a 24x7x365 support environment.
Minimum Requirements:
Graduate of any IT courses or 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 German 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)
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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.
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Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.