Technical Support Representative

Responsibilities:

• Answer technical support requests via email, chat, and phone;
• Help guide customers through the setup process.
• Collaborate with our engineering team to solve more complex issues.
• Identify, document, and follow up with engineers on product bugs and features;
• Update knowledge base and troubleshooting documentation for internal and customer use;
• Act as a liaison between engineering, customer success, and sales on technical issues affecting our customers.

Requirements:

• Fluent in English;
• Excellent written and verbal communication skills;
• Previous experience in a client-facing technical role for a product business.
• 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, team player.
• Willing to work flexible hours;
• Keen to mentor and help train junior team members.

Nice to Have: 

• Fluent level in other languages (preferably German, French, Dutch or Spanish);
• Degree in a technical subject;
• Knowledge of IP Telephony;
• Experience diagnosing QoS issues;
• Experience with call center technology such as IVRs ;
• Experience with Salesforce as an admin or developer.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.