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Premium Technical Support Representative

Talkdesk

Talkdesk

IT, Customer Service
Lehighton, PA, USA
Posted on Tuesday, November 14, 2023

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #8 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

  • Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
  • Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
  • Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
  • Talkdesker: YOU!

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;
  • Ability to make sense of something complex and explain it in plain English;
  • Professional, courteous and committed to provide 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.

Bonus Requirements:

  • Fluent level in other languages (preferably Spanish, French or German);
  • 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.

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.