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Technical Support Engineer

Remote:

Full Remote

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Offer summary

Qualifications:

Fluent in English with strong communication skills, Experience in a client-facing technical role, Problem-solving and critical-thinking abilities, Must have high-speed internet and workspace.

Key responsabilities:

Answer technical support tickets through various channels
Collaborate with engineering and product teams on complex issues

Talkdesk Large https://www.talkdesk.com/

1001 - 5000 Employees

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Job description

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
Talkdesker: YOU!

We Offer:

Full-time employment, competitive pay, health insurance, and other benefits
All the equipment you need to work from home
Being directly part of a start-up unicorn company
Working in a team that values quality over quantity and has achievable goals and metrics
Having a real chance of internal training and growth
Working in a healthy, balanced, fun, and challenging environment
Working remotely from anywhere in the USA

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
Initial shift hours PDT - 8 am to 4:30 pm

Requirements:

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

Bonus Points:

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

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)