IT Support Representative

At Talkdesk, we are courageous innovators focused on redefining the 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 #16 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.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

Responsibilities 

Be the company's face and provide service desk support to all Talkdesk employees. Promptly address and resolve various technical issues related to software and hardware. Key responsibilities include documenting support interactions, logging incidents in ticketing systems, and contributing to developing a knowledge base and ensuring a smooth IT onboarding and offboarding experience.

Qualifications:

• 1+ years experience in a similar role;
• Proficiency in macOS  and  Windows deployment and support;
• Familiarity with SaaS applications support using Google Workspace, MDM tools, Okta, and other proficiency tools;
• Ability to diagnose and resolve hardware and software issues;
• Strong verbal and written communication skills to interact effectively with end-users;

• Ability to remain calm and patient when dealing with frustrated or non-technical users;
• A focus on providing excellent customer service and addressing user needs;
• Experience with IT service management tools for logging and tracking support requests;
• Ability to use and contribute to a knowledge base for issue resolution and documentation;
• Proficiency in English (B2 level minimum);
• Live in the Coimbra area (this is a plus since there will be some on-premise work).

Work Environment

IT support role located in Coimbra, Portugal, operating within a distributed Service Desk team under the guidance of the Service Desk manager. Collaborate with various IT teams to deliver remote support services to a diverse workforce of over a thousand employees spanning multiple countries. 

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

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.