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 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