Technical Support Engineer - Premium Care
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Job Description
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The Technical Support Engineer - Premium Care serves as the initial point of contact for Talkdesk’s platform-related issues, accurately capturing incident details, classifying impact and severity, and attempting immediate resolution.
Team Specific Duties and Responsibilities:
- Familiarity with Reporting Applications: Issue Triage & Support, Data Verification, User Management & Access Control, and Incident Escalation
- Familiarity with Workforce Management (WFM) Applications: Schedule & Roster Support, Configuration & Maintenance, Data Sync & Integration Monitoring, and Ticketing & Troubleshooting
- Familiarity with Quality Management (QM) Applications: Platform Administration, Recording & Media Troubleshooting, System Health Monitoring, and Access & Role Management
- Familiarity working with Government (Federal, State, Local), or Education customers
- Rigorous Ticketing Hygiene
- SLA Compliance & Tracking
- Escalation & Ownership
- Knowledge Base Maintenance
- Incident Communication
Preferred Qualifications:
- 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
- Ability to make sense of something complex and explain it in plain English
- 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
- College degree
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Talkdesk
View Company ProfileTalkdesk (operating at talkdesk.com) is a Customer Experience Automation (CXA) platform engineered for automating customer journeys, reducing costs, and enhancing customer experiences. Founded in Not specified by Cristina Fonseca and headquartered in San Francisco, Talkdesk helps enterprises deliver modern customer service their way. Under the hood, the platform leverages AI and real-time data to automate customer journeys. This allows enterprises to improve customer satisfaction and reduce operational costs. Backed by $498 million in funding.
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