We Offer: * 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 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 am to 4:30 pm 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 Bonus Points: * Fluent level in other languages (preferably Spanish) * Degree in a technical subject * Knowledge of IP Telephony * Experience diagnosing QoS issues * Experience with Call Center technology such as IVRs