Technical Support Engineer

• 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

Candidates Also Search: Remote Support jobs

 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