Technical Support Engineer – Platform Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary contact for issues related to the Talkdesk platform.

• Accurately record incident details.

• Assess the impact and severity of incidents.

• Strive for immediate resolution of issues.

• Triage and assist with reporting applications.

• Verify data and oversee user management and access control.

• Escalate incidents as necessary.

• Support scheduling and rosters for Workforce Management applications.

• Configure and maintain Workforce Management applications.

• Monitor data synchronization and integrations.

• Create tickets and troubleshoot Workforce Management issues.

• Manage Quality Management applications.

• Address recording and media-related issues.

• Monitor the health of the system.

• Manage user roles and access.

• Maintain high standards of ticketing hygiene.

• Ensure compliance with and tracking of SLAs.

• Take ownership of escalations.

• Maintain and update the knowledge base.

• Communicate effectively regarding incidents.

• Mentor and assist in training junior team members.

⛳️ Requirements

• Proficient in English.

• Outstanding written and verbal communication abilities.

• Past experience in a client-facing technical role within a product-based company.

• Strong skills in problem-solving, decision-making, and critical thinking.

• Capable of understanding complex issues and articulating them in simple terms.

• Professional, courteous, and dedicated to providing exceptional customer support.

• Open-minded, positive, and eager to learn.

• Possess a great attitude and a collaborative team-player spirit.

• Willingness to work flexible hours.

• Enthusiastic about mentoring and assisting in the training of junior team members.

• A college degree is preferred.

🏝️ Benefits

• Medical, Dental, Vision, Life, and Disability Insurance.

• Employee Assistance Program (EAP).

• 401(k) plan.

• Uncapped paid time off program for exempt employees.

• Accrual-based paid time off program for non-exempt employees.

• 14 paid holidays each year.

• Uncapped paid time off for exempt employees as paid sick leave.

• Accrual-based sick leave for non-exempt employees.

• Long-term incentives in the form of equity may be available based on level and role.

• Short-term incentives of either bonus or commission may be available based on level and role.