At Talkdesk, we are courageous innovators focused on redefining customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits and minimizing our global footprint. Each day, thousands of employees, customers and partners all over the world trust Talkdesk to deliver a better way to great experiences.
We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #17 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
Responsibilities
- Act as a single point of contact who can liaise between various technical teams and step in where required to manage the situation.
- Gauge the situation and escalate as necessary to involve additional resources or management.
- End to end responsibility for the management, communication, and escalation of incidents, ensuring Business / Customer updates are prompt and up to standards, enabling discussions and updates as needed.
- Acting as Incident escalation focal point, identifying and resolving conflict and potential obstacles.
- Present consolidated production incident metrics to the Head of Technology Operations and Support Management along with resolution rates.
- Be a champion for the Incident Management Process
Requirements
- Excellent communication skills, written and verbal.
- Reacts well under pressure.
- Excellent interpersonal, influencing skills, interacting appropriately with technical and business resources, driven but courteous.
- Experience in an Incident Management Role within Support.
- Strong analytical/trouble-shooting skills.
- Methodical approach to problem solving and attention to detail.
- Flexible and ‘can-do’ attitude.
- Effective time management skills; with the ability to multitask, prioritizing tasks, shifting priorities, fluctuating workloads, deadline pressures.
- Degree level education or equivalent experience.
- ITIL Certified (preferential)
- Flexible working hours and sporadic availability on weekends for on-call support (as necessary).
- High degree of integrity and ownership.
- Able to work with minimal supervision and handle situations with maturity.
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.
What We Do
Talkdesk is an enterprise cloud contact center that helps IBM, Trivago and 1,400 other enterprises improve customer satisfaction and agent productivity. Talkdesk empowers companies to continuously improve customer experience. It is easy to set up, use and adapt. A “visionary” in Gartner’s Contact Center as a Service Magic Quadrant, Talkdesk offers
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