[Remote] Technical Support Engineer

Note: The job is a remote job and is open to candidates in USA. Talkdesk is a cloud contact center leader recognized for redefining customer experience. The Technical Support Engineer will provide technical assistance and support to customers, manage support tickets, and collaborate with engineering and product teams to resolve complex issues.

Responsibilities

• Answer technical support tickets via email, chat, Screen shares (Live troubleshooting), and phone
• Communicating with customers in a professional and empathetic manner
• Providing timely and accurate customer feedback
• Managing multiple tickets and tasks at one time
• Collaborate with our engineering and product teams to solve more complex issues
• Identify, document, and follow up with engineers on product bugs and features
• Act as a liaison between engineering, customer success, and sales on technical issues affecting our customers
• Documenting customer interactions and maintaining customer records in Talkdesk’s CRM system
• Contributing to Talkdesk’s knowledge base articles and troubleshooting documentation for internal and customer use
• Other projects and tasks as assigned by Customer Care Leadership
• Willing to work flexible hours and weekends
• 40+ hours / 5 working days per week, from Monday through Sunday, and rotating holidays
• Training Monday - Friday for 4 weeks, hours TBD

Skills

• Fluent in English: Reading, Writing, Speaking
• Excellent written and verbal communication skills
• Previous experience in a client-facing technical role for a CCaaS business
• Must have a dedicated quiet workspace with high-speed internet
• Strong problem-solving, decision-making, and critical-thinking skills
• Professional, courteous, and committed to providing amazing customer support
• Open-minded, positive, and keen to learn
• Great attitude, a team player
• Keen to mentor and help train junior team members
• Training will be provided but Training hours may differ from shift hours
• Experience using a ticketing system
• Fluent level in other languages (preferably Spanish)
• Degree in a technical subject
• Knowledge of IP Telephony
• Experience diagnosing QoS issues
• Experience with Call Center technology such as IVRs

Benefits

• Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
• Retirement Benefits: 401(k) plan
• Paid Time Off: Talkdesk offers an uncapped paid time off program, subject to manager approval and consistent with business needs.
• Paid Holidays: Talkdesk offers 14 paid holidays each year.
• Paid Sick Leave: Employees have uncapped paid time off, subject to manager approval and consistent with business needs.

Company Overview

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