Technical Support Engineer

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

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