Customer Support Representative - Technical Expert in Cloud Contact Center Solutions

Join the Talkdesk Team: Revolutionizing Customer Experience

At Talkdesk, we're on a mission to redefine the customer experience, making the impossible possible for companies worldwide. As a leader in cloud contact center solutions, we're recognized by influential research organizations like Gartner and Forrester. With a valuation of over $10 billion and $498 million in total funding, we're poised for transformational growth. Join our team of courageous innovators and become part of the Talkdesk legacy.

Our Culture and Values

We champion an inclusive and diverse culture that reflects the communities we serve. Our fundamental operating principles, FAST, drive us to make the impossible possible:

• Focus: We focus our time, energy, and attention on what matters most for the business.
• Accountability: We hold ourselves and others accountable for meeting commitments and driving results.
• Speed: We execute with agility and urgency, making timely decisions that keep the organization moving forward.

As a Talkdesker, you'll embody these principles and be a vital part of our team.

Job Summary

We're seeking a highly skilled Customer Support Representative to join our team. As a technical expert in cloud contact center solutions, you'll provide exceptional support to our customers, ensuring timely and accurate resolution of technical issues. You'll collaborate with our engineering and product teams to drive customer satisfaction and product improvement.

Key Responsibilities

• Respond to technical support tickets via email, chat, screen shares, and phone, providing professional and empathetic communication.
• Manage multiple tickets and tasks simultaneously, prioritizing and organizing work to meet customer needs.
• Collaborate with engineering and product teams to resolve complex technical issues and identify areas for product improvement.
• Document customer interactions and maintain accurate records in our CRM system.
• Contribute to knowledge base articles and troubleshooting documentation for internal and customer use.
• 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 customers.
• Work flexible hours, including weekends, and rotate holidays.

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.
• 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.
• Experience using a ticketing system.

Preferred Qualifications

• 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.

What We Offer

As a Talkdesker, you'll enjoy:

• Full-time employment with competitive pay and benefits.
• All the equipment you need to work from home.
• Opportunities for internal training and growth.
• A healthy, balanced, fun, and challenging work environment.
• The flexibility to work remotely from anywhere in the USA.

Career Growth and Learning Benefits

At Talkdesk, we're committed to helping our team members grow and develop their skills. You'll have access to:

• Comprehensive training programs.
• Mentorship opportunities.
• Career development and growth opportunities.
• Industry-leading tools and technologies.

Work Environment and Physical Requirements

As a remote worker, you'll need a dedicated quiet workspace with high-speed internet. Limited lifting and equipment usage are required, primarily computer-based work.

Diversity, Equity, and Inclusion

At Talkdesk, we believe that diversity, equity, and inclusion are essential to our success. We welcome and celebrate individuals from all backgrounds, perspectives, and experiences. We're committed to creating an inclusive and respectful work environment that reflects the communities we serve.

How to Apply

If you're passionate about delivering exceptional customer experiences and driving technical innovation, we want to hear from you! Apply now to join our team and become part of the Talkdesk legacy.

Apply Job!

Conclusion

As a Customer Support Representative at Talkdesk, you'll have the opportunity to make a real impact on customer experiences and drive technical innovation. With our commitment to diversity, equity, and inclusion, you'll be part of a team that values and celebrates individuality. Join us and become part of the Talkdesk legacy!