Technical Support Specialist
1 week ago
Job Description:This is an exciting opportunity to join a team of technical experts providing ongoing support and implementation services for the Talkdesk platform.The selected engineer will work as a subcontractor to assist with day-to-day Talkdesk operations, troubleshooting, system enhancements, integration support, and configuration activities. The engagement is expected to last 12 months, with the potential for extension depending on business needs.Main Responsibilities:Provide Level 2 technical support for Talkdesk platform incidents and service requests.Assist in Talkdesk setup, configuration, and deployment activities across various business units.Work with internal IT and business teams to implement and maintain Talkdesk integrations with CRM and other enterprise tools (e.g., Salesforce, ServiceNow).Manage and resolve escalations related to call routing, IVR, queues, agent configurations, and reporting dashboards.Support prompt engineering and AI-driven workflow optimization, if applicable.Collaborate with Talkdesk and customer support teams for escalations or advanced issue resolution.Document processes, configuration changes, and best practices.Provide periodic reports on performance metrics, issues, and resolutions.Required Skills and Qualifications:Minimum 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 (advantageous).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).Based in EMEA region and available for customer-facing support during local business hours.About the Role:We are looking for a highly skilled Technical Support Engineer who can provide expert-level support and implementation services for our clients. If you have a strong background in Contact Center and Unified Communications solutions and excellent communication skills, we encourage you to apply for this exciting opportunity.
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Technical Support Specialist
1 week ago
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