XTN-83A7856 | SENIOR TECHNICAL SUPPORT ENGINEER (R0011539)

Talkdesk is expanding our coverage model for our commercial customers to provide more efficient and effective service. The Commercial Support Team provides comprehensive support to commercial accounts, combining the functions of Customer Success Management (CSM) and Technical Support. This team focuses on ensuring customer satisfaction, resolving technical issues, and driving product adoption. The hybrid model allows for efficient handling of both proactive and reactive support needs.  The team will work under Pooled model vs named account, which will help with overall capacity planning and coverage.

As a Commercial Support Specialist, you will play a pivotal role in this model, combining technical support expertise with proactive customer success management. You will be responsible for resolving customer inquiries, providing technical assistance, and guiding customers towards achieving their business goals. This role requires a blend of technical proficiency, strong communication skills, and a customer-centric mindset.

• Health Insurance/HMO 
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Main Responsibilities (but not limited to):

• Answer technical support requests via email, chat, and phone within defined SLA’s including but not limited to triage and ticket end-to-end resolution;
• Manage personal Slack and Talkdesk statuses accordingly and inform leadership when something prevents from attending regular duties
• Perform Video calls and or screen sharing sessions when applicable and or valuable towards the resolution.
• 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 use.
• Act as a liaison between our customers and other GTM teams on issues outside the scope of support, affecting our customers.
• Be attentive to customer care requests by priority and severity, and act accordingly with due diligence.
• Participate in continuous learning and internal training sessions
• Monitor the support channel when scheduled outside regular business hours (night shift and weekends)
• Correctly categorize or fix categorization, as well as capture detailed and accurate case notes, reproduction steps, and troubleshooting results in Zendesk tickets.
• Own each customer interaction end-to-end, ensuring timely hand-off or escalation when required.
• Be accountable for personal queues and peers that are out (PTO, Offshift, Leave…)
• Raise awareness of potential incidents on regular channels, perform initial diagnostics, and escalate to Tier 3 or management as needed.
• Follow the current procedure for Jira escalation
• Trigger the on-call rota outside of regular business hours or when needed
• Tier 2 is also responsible for triaging and handling of Premium tickets if needed
• Stay up to date on Talkdesk product releases and features
• Shadow and mentor new hires
• US ONLY: Handle FEDRAMP tickets end to end without any intervention from staff from other Geos.

• Fluent in English;
• 2 - 3 years direct experience with UCASS/CCASS companies
• Experience with call center technology such as IVRs 
• Experience diagnosing QoS issues;
• 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;
• 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; Hybrid set up
• Keen to mentor and help train junior team members.

• Additional relevant knowledge or experience related to the above requirements will be considered an advantage.