Technical Support Engineer

Job Summary

The Technical Support Engineer - Premium Care serves as the initial point of contact for Talkdesk s platform related issues, accurately capturing incident details, classifying impact and severity, and attempting 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
• Familiarity working with Government (Federal, State, Local), or Education customers
• Rigorous Ticketing Hygiene
• SLA Compliance Tracking
• Escalation Ownership
• Knowledge Base Maintenance
• Incident Communication

Qualifications

• 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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.