Remote Technical Support Engineer Job in Palo Alto, CA Talkdesk

Who you are

• 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, team player
• Keen to mentor and help train junior team members
• Experience using a ticketing system

Desirables

• Fluent level in Spanish
• Degree in a technical subject
• Knowledge of IP Telephony
• Experience diagnosing QoS issues
• Experience with Call Center technology such as IVRs

What the job involves

• Answer technical support tickets via email, chat, and phone.
• Collaborate with our engineering and product teams to solve more complex issues.
• Documenting customer interactions and maintaining customer records in Talkdesk’s CRM system.
• Provide timely and accurate customer feedback.
• Act as a liaison between engineering, customer success, and sales on technical issues affecting customers.
• Contributing to Talkdesk’s knowledge base articles and troubleshooting documentation.
• Willing to work flexible hours, including weekends and holidays.
• Training Monday - Friday for 4 weeks.