Technical Support Engineer at Talkdesk
Lisbon, PT

Would you like to join one of the fastest growing startups in Europe? Talkdesk – a recent DEMO Traction Award Winner – is the world’s leading browser-based call center software. We have awesome investors, a superb team and we’re looking for people to help provide our customers with speedy help and answers to their questions. If you are an engineer that likes solving problems and working with customers in a support environment, join our fast growing team and help us shape the future of Talkdesk. With your intimate knowledge of our support challenges you’ll help inform our future product and internal systems development.

 

Responsibilities:

  • Answer escalated technical support requests via email, chat, and phone
  • Collaborate with our engineering team to solve the most complex issues
  • Define and build tools that will help streamline the support process
  • Identify, document and work with our product engineers on bugs and features
  • Act as a liaison between engineering, customer success and sales on technical issues affecting our customers
  • Update our knowledge base and troubleshooting documentation for internal and customer use
  • Create technical articles to post on our blog

Requirements:

  • Fluent in English
  • Excellent written and verbal communication skills
  • Previous experience in a client-facing technical role for a product business
  • Previous experience working with Javascript, jQuery and Databases; ideally application development utilizing REST API’s
  • 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 provide 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 in a technical subject

Bonus:

  • Knowledge of IP Telephony
  • Experience diagnosing QoS issues
  • Experience with call center technology such as IVRs
  • Experience with Salesforce as an admin or developer is highly valued.