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.
Team Specific Duties and 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
Preferred 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
- Keen to mentor and help train junior team members
- College degree
Pay Range (OTE Pay): $45,073 - $79,497
Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.
Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
Retirement Benefits: 401(k) plan
Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
Paid Holidays: Talkdesk offers 14 paid holidays each year.
Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.
Method of Application: Apply online.
Application Window: The application window is expected to close at least XX days from the posting date. The application was posted on MM/DD/YYYY.
Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.
All questions or concerns about this posting should be directed to the Talent team at [email protected].
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.
Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!
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.)
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.
Skills Required
- 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 issues and explain them in plain English
- Professional, courteous, and committed to providing excellent customer support
- Open-minded, positive, and willing to learn
- Team-oriented attitude
- Willingness to work flexible hours
- Willingness to mentor and train junior team members
- College degree
Talkdesk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Talkdesk and has not been reviewed or approved by Talkdesk.
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Leave & Time Off Breadth — Time off is described as generous, with unlimited PTO, paid sick days, and dedicated volunteer time available. Vacation allowances of at least three weeks and an 'unlimited time off' approach are offered, provided work responsibilities are met.
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Healthcare Strength — Healthcare coverage includes medical, dental, and vision for employees and dependents, alongside disability and life insurance. Coverage depth is highlighted as a core strength within the package.
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Flexible Benefits — Flexibility is emphasized through a remote-work program and work-from-home options. Compensation elements and perks such as commuter benefits and fitness stipends provide configurable support for different needs.
Talkdesk Insights
What We Do
Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud is an end-to-end customer experience solution that combines enterprise scale with consumer simplicity. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience. Learn more and request a demo at www.talkdesk.com.
