Service Optimization Specialist

📋 Description

• Manage non-break fix cases ensuring technical, business, and reporting satisfaction
• Run day-to-day operations of multiple customer implementations; communicate plans and status
• Implement, troubleshoot and support Five9 call center software in various configurations
• Partner with customers to optimize the Five9 call center software
• Improve customer satisfaction and deepen relationships across client levels
• Develop runbooks, diagrams, or SOPs for Five9 technology opportunities

🎯 Requirements

• 5+ years of related experience; at least 2 years in a contact center
• Strong project and client management with technical contact center operations
• Deep knowledge of PBX, ACD, CTI, IVR and related tech
• TCP/IP networking knowledge
• CRM expertise: Salesforce, Microsoft Dynamics, Oracle, ServiceNow, Zendesk
• Excellent verbal and written communication; strong time management

🎁 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