Remote Customer Care Representative

Summary

Join Talkdesk, a courageous innovator focused on redefining the customer experience. We champion an inclusive and diverse culture, give back to our community, and trust thousands of employees, customers, and partners worldwide. Now is the time to be part of our legacy and help accelerate our success in a new decade of transformational growth.

Requirements

• Fluent in English: Reading, Writing, Speaking
• Excellent written and verbal communication skills
• Previous experience in a client-facing technical role for a CCaaS business
• Must have a dedicated quiet workspace with high-speed internet
• 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, a team player
• Keen to mentor and help train junior team members
• Training will be provided but Training hours may differ from shift hours
• Experience using a ticketing system

Responsibilities

• Answer technical support tickets via email, chat, Screen shares (Live troubleshooting), and phone
• Communicating with customers in a professional and empathetic manner
• Providing timely and accurate customer feedback
• Managing multiple tickets and tasks at one time
• Collaborate with our engineering and product teams to solve more complex issues
• Identify, document, and follow up with engineers on product bugs and features
• Act as a liaison between engineering, customer success, and sales on technical issues affecting our customers
• Documenting customer interactions and maintaining customer records in Talkdesk’s CRM system
• Contributing to Talkdesk’s knowledge base articles and troubleshooting documentation for internal and customer use
• Other projects and tasks as assigned by Customer Care Leadership
• Willing to work flexible hours and weekends
• 40+ hours / 5 working days per week, from Monday through Sunday, and rotating holidays
• Training Monday - Friday for 4 weeks, hours TBD
• Initial shift hours PDT - 8 to 4:30 pm

Benefits

• Full-time employment, competitive pay, health insurance, and other benefits
• All the equipment you need to work from home
• Being directly part of a start-up unicorn company
• Working in a team that values quality over quantity and has achievable goals and metrics
• Having a real chance of internal training and growth
• Working in a healthy, balanced, fun, and challenging environment
• Working remotely from anywhere in the USA