Platform Support Engineer – Client‑Facing & Problem Solver

Talkdesk; United States; A distancia; USD 45.000 - 79.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance

401(k) Retirement Plan

Paid Time Off

Paid Holidays

Paid Sick Leave

Descripción de la vacante

Talkdesk is seeking a Technical Support Engineer - Platform Support to be the first point of contact for platform related issues, accurately capturing incident details, classifying impact and severity, and pursuing rapid resolution.

You will collaborate with Reporting, Workforce Management, and Quality Management applications, maintain ticket hygiene, monitor SLAs, and communicate clearly with customers while mentoring junior teammates as needed.

Formación

• Fluent in English and able to communicate clearly in writing and speech.
• 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 abilities.
• Ability to explain complex concepts in plain English.
• Professional, courteous and committed to customer support.
• Open-minded, positive and eager to learn.
• Great attitude and team-oriented.
• Willing to work flexible hours.
• Keen to mentor and train junior team members.
• College degree required.

Responsabilidades

• 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
• Rigorous Ticketing Hygiene
• SLA Compliance & Tracking
• Escalation & Ownership
• Knowledge Base Maintenance
• Incident Communication

Conocimientos

Fluent English

Communication skills

Client-facing experience

Problem solving

Explain complex ideas

Professional demeanor

Open-minded

Team player

Flexible hours

Mentor/train juniors

Educación

College degree

Descripción del empleo

Talkdesk is seeking a Technical Support Engineer - Platform Support to be the first point of contact for platform related issues, accurately capturing incident details, classifying impact and severity, and pursuing rapid resolution.

You will collaborate with Reporting, Workforce Management, and Quality Management applications, maintain ticket hygiene, monitor SLAs, and communicate clearly with customers while mentoring junior teammates as needed.