Technical Support Role

1 day ago

salem, India beBeeTechnical Full time

Job Title: Technical Support SpecialistDescription: This is a unique opportunity to work as a technical support specialist in a dynamic environment. The selected candidate will be responsible for providing level 2 technical support for Talkdesk platform incidents and service requests, assisting in setup, configuration, and deployment activities, and working with internal teams to implement and maintain Talkdesk integrations.Key Responsibilities:Provide level 2 technical support for Talkdesk platform incidents and service requests.Assist in 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, 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.Ensure compliance with company and customer security, privacy, and operational standards.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.

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