Elevate Customer Experience as a Technical Support Specialist
3 days ago
Technical Support SpecialistWe are seeking a highly skilled Technical Support Specialist to join our team. In this role, you will be responsible for providing technical assistance and support to customers using the Talkdesk platform.The ideal candidate will have a strong understanding of contact center solutions, unified communications, and SaaS applications. They will also possess excellent communication and customer interaction skills, with the ability to communicate fluently in English and French.Key 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.Manage and resolve escalations related to call routing, IVR, queues, agent configurations, and reporting dashboards.Support prompt engineering and AI-driven workflow optimization.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.RequirementsMinimum Qualifications: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).
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