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Technical Support Representative

 

  • San Francisco, CA
  • Contract
  • Written & Oral Communication

  • Technical Support

  • customer support

  • Job Posted: Monday, May 21, 2018

  • Expires On: Friday, October 19, 2018

  • Job Type: Contract

  • Duration: 6 months

  • Desired Experience: 1-2 years

  • Work Authorization: Citizen

Together at Talkdesk, were building a future of brilliant customer interactions. We have the cleverness, curiosity, and grit to make us a team of customer heroes: thinkers, achievers, and dreamers who believe that our world-class SaaS platform can influence a new kind of customer interaction.

Talkdesk started from a hackathon win and within five years has become one of the fastest growing companies in the world, a Forbes Next Billion Dollar Startup, and has enabled 100,000,000+ customer interactions using our platform. With backing from DFJ, Salesforce Ventures, and Storm Ventures, and supported by the successes of our 1,200+ customers from DoorDash, Box, Betterment to Shopify, Talkdesk is disrupting a $22 billion stagnant market.

Were now looking for the new members of the Talkdesk family - those ambitious, driven, and collaborative individuals who thrive in a fast-paced environment and will push us to do even greater things together. If you are a world-class Technical Support Representative and would like to help us shape the future of Talkdesk, come along with us on our journey - your dream job is waiting!

 

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:

  • 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