Technical Support Apprentice

Responsibilities

• Serve as first point of contact for customers reporting technical issues via ticketing systems, email, or phone
• Log, categorize, triage, and prioritize support tickets accurately within SLA guidelines
• Troubleshoot and resolve L1 issues related to platform functionality, configurations, integrations, and connectivity
• Escalate complex or unresolved issues to L2/L3 Engineers with thorough documentation and reproducible steps
• Gain hands-on exposure to enterprise CCaaS, AI-powered voice, digital channels, analytics, and automation

Requirements

• Bachelor's degree in Computer Science or Information Technology (BE / B.Tech) from a recognized university
• Basic understanding of networking concepts, operating systems, and software troubleshooting
• Strong analytical and structured problem-solving mindset
• Patient, empathetic, and customer-first approach to every interaction
• Excellent verbal and written communication skills

Preferred Qualifications

• Familiarity with APIs, web technologies, and cloud platforms
• Prior internship or project exposure in a technical or support role
• Curiosity about AI, cloud platforms, and enterprise SaaS technologies

About the Company

Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. The company embraces diversity and fosters an inclusive, team-first culture that enables innovation, growth, and collaboration.