Technical Support Engineer

Posted 2024-10-22

View full description

📍 Location: USA, PDT, NOT STATED

🔍 Industry: Cloud contact center

🏢 Company: Talkdesk 2

🗣️ Languages: English

🪄 Skills: LeadershipCommunication SkillsAnalytical SkillsCollaborationMentoringWritten communication

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 great customer support.
Open-minded, positive, and eager to learn.
Great attitude and a team player.
Keen to mentor and help train junior team members.
Experience using a ticketing system.

Responsibilities:

Answer technical support tickets via email, chat, screen shares, and phone.
Communicate with customers in a professional and empathetic manner.
Provide timely and accurate customer feedback.
Manage multiple tickets and tasks simultaneously.
Collaborate with engineering and product teams to solve complex issues.
Identify, document, and follow up on product bugs and features.
Act as a liaison between engineering, customer success, and sales.
Document customer interactions in CRM.
Contribute to knowledge base articles and documentation.
Perform other tasks assigned by Customer Care Leadership.
Willing to work flexible hours and weekends.

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Technical Support Engineer

Requirements:

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