XTN-B6BE364 | TECHNICAL SUPPORT REPRESENTATIVE

As a Technical Support Representative at Talkdesk, you'll respond to technical support requests via email, chat, and phone, guiding customers through setup processes. Collaborating with engineering, you'll tackle complex issues and relay product bugs and features. Updating knowledge bases, troubleshooting documentation, and serving as a liaison between teams are integral aspects of the role.

• Health Insurance/HMO 
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• 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.

• 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;
• 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.

• 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.