[Remote] Technical Support Engineer - Platform Support
Note: The job is a remote job and is open to candidates in USA. Talkdesk is pioneering a new era of Customer Experience Automation (CXA) and is seeking a Technical Support Engineer - Platform Support to serve as the initial point of contact for platform-related issues. The role involves capturing incident details, classifying impact and severity, and working towards immediate resolution.
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
- Rigorous Ticketing Hygiene
- SLA Compliance & Tracking
- Escalation & Ownership
- Knowledge Base Maintenance
- Incident Communication
Skills
- 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
- Rigorous Ticketing Hygiene
- SLA Compliance & Tracking
- Escalation & Ownership
- Knowledge Base Maintenance
- Incident Communication
- 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
Benefits
- Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
- 401(k) plan
- Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
- Talkdesk offers 14 paid holidays each year.
- Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.
- Depending on level and role, the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.
Company Overview
Company H1B Sponsorship