Location: Remote – USA
Company: Talkdesk
Job details:
– Employment type: Full-time (Non-Exempt – Hourly)
– Benefits:
– Health Insurance
– All necessary equipment for remote work
– Opportunity for internal training and growth
– Work from anywhere in the USA
Job Description/Overview:
Talkdesk is seeking a Customer Care Representative to join their team. This role involves answering technical support tickets, providing professional and empathetic customer service, and collaborating with engineering and product teams to resolve complex issues. You will manage multiple tasks, document customer interactions, and contribute to the company’s knowledge base. The position requires flexible hours, including weekends and rotating holidays.
Key Responsibilities:
– Respond to technical support tickets via email, chat, screen shares, and phone.
– Communicate with customers professionally and empathetically.
– Provide timely and accurate feedback to customers.
– Manage multiple tickets and tasks simultaneously.
– Collaborate with engineering and product teams to solve complex issues.
– Document customer interactions and maintain records in Talkdesk’s CRM system.
– Contribute to knowledge base articles and troubleshooting documentation.
– Act as a liaison between engineering, customer success, and sales.
– Complete other projects and tasks as assigned.
– Work flexible hours including weekends, with initial training from Monday to Friday.
Qualifications needed:
– Fluent in English (reading, writing, speaking).
– Excellent written and verbal communication skills.
– Previous experience in a client-facing technical role for a CCaaS business.
– Dedicated quiet workspace with high-speed internet.
– Strong problem-solving, decision-making, and critical-thinking skills.
– Professional, courteous, and committed to exceptional customer support.
– Positive attitude, team player, and willingness to mentor junior team members.
– Experience using a ticketing system.
Bonus Points:
– Fluency in additional languages (preferably Spanish).
– Degree in a technical subject.
– Knowledge of IP Telephony and experience diagnosing QoS issues.
– Familiarity with call center technology such as IVRs.
Additional Information:
Training will be provided, but training hours may differ from regular shift hours. The initial shift hours are PDT 8 AM to 4:30 PM.
Job link:
https://remote.co/job/customer-care-representative-13-4/
