Talkdesk · 5 days ago

Technical Support Engineer

Palo Alto, CA

Full-time

Remote

Entry Level

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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 to 4:30 pm.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Fluent in EnglishClient-facing technical experienceTicketing system experienceCritical-thinking skillsIP Telephony knowledgeQoS issue diagnosisIVR technology experienceTechnical degreeMentoring skills