ResponsibilitiesAnswer 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.RequirementsExcellent 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.Nice to HaveFluent level in other languages (preferably German, French, Dutch or Spanish);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.)Equal Employment Opportunity The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.#J-18808-Ljbffr