Technical Support Engineer – Platform Support

🕒 August 7

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏗️ Platform Engineer

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Talkdesk

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

🤝 B2B

🤖 Artificial Intelligence

🏥 Healthcare

💰 $230M Series D on 2021-08

B2B • Artificial Intelligence • Healthcare

Talkdesk is an AI-powered customer experience platform designed to revolutionize the way businesses interact with their customers. Tailored for various industries, Talkdesk seamlessly integrates with existing systems to enhance customer service and agent productivity through hyper-personalized, context-aware experiences. With a focus on sectors such as financial services, healthcare, retail, and government, Talkdesk empowers organizations to scale operations, automate routine tasks, and optimize resource allocation, ensuring secure and efficient service delivery across all channels.

📋 Description

• Serve as the initial point of contact for Talkdesk platform-related issues • Capture incident details accurately • Classify incident impact and severity • Attempt immediate issue resolution • Triage and support reporting applications • Verify data and manage users and access control • Escalate incidents • Support schedules and rosters for Workforce Management applications • Configure and maintain WFM applications • Monitor data synchronization and integrations • Ticket and troubleshoot WFM issues • Administer Quality Management applications • Troubleshoot recording and media issues • Monitor system health • Manage access and roles • Maintain rigorous ticketing hygiene • Comply with and track SLAs • Own escalations • Maintain the knowledge base • Communicate about incidents • Mentor and help train junior team members

🎯 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 understand complex matters and explain them in plain English • Professional, courteous, and committed to providing excellent customer support • Open-minded, positive, and keen to learn • Great attitude and team-player mindset • Willingness to work flexible hours • Keen to mentor and help train junior team members • College degree 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