Technical Support Engineer

Talkdesk•Chicago, IL

60d•$17 - $27•Remote

About The Position

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

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

Nice To Haves

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

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

Benefits

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
Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
401(k) plan
Talkdesk offers an uncapped paid time off program, subject to manager approval and consistent with business needs.
Talkdesk offers 14 paid holidays each year.
Employees have uncapped paid time off, subject to manager approval and consistent with business needs.