otal 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.)