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3 days ago
Technical Support Specialist for Talkdesk PlatformSOW Role Title: Technical Support Specialist (L2 – French Speaking)Work Type: Subcontractor / Remote or Hybrid Support (Based in EMEA)Support Type: Level 2 Technical Support & Implementation AssistanceProject OverviewThe purpose of this engagement is to provide ongoing technical support and implementation expertise for the Talkdesk platform across multiple EMEA-based projects. The selected specialist will work as a subcontractor to assist with day-to-day Talkdesk operations, troubleshooting, system enhancements, integration support, and configuration activities. Preference will be given to candidates who can communicate fluently in both English and French, as support may involve direct interaction with French-speaking stakeholders.Roles and ResponsibilitiesProvide Level 2 technical support for Talkdesk platform incidents and service requests.Assist in Talkdesk setup, configuration, and deployment activities across various business units.Collaborate with internal IT and business teams to implement and maintain Talkdesk integrations with CRM and other enterprise tools.Manage and resolve escalations related to call routing, IVR, queues, agent configurations, and reporting dashboards.Support prompt engineering and AI-driven workflow optimization.Document processes, configuration changes, and best practices.Provide periodic reports on performance metrics, issues, and resolutions.Ensure compliance with company and customer security, privacy, and operational standards.RequirementsMinimum 5+ years of experience in Contact Center / Unified Communications solutions.Proven hands-on experience with Talkdesk platform – setup, configuration, and troubleshooting.Knowledge of IVR design, call routing, and integration with CRM platforms.Experience with prompt engineering or AI-enabled conversation flows.Strong understanding of SaaS applications, cloud-based telephony systems, and APIs.Excellent communication and customer interaction skills.Fluent in French and English (verbal and written).
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