Technical Support Engineer - Premium Care

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