Talkdesk Analyst

Auto Approve is a fast-growing, multi-million-dollar fintech organization. We are disrupting the way people pay for their cars and trucks, saving customers over $1,300 a year. Auto loans are complicated, confusing, and too costly. Auto Approve makes it simple for our customers to save money and enjoy life more. With the help of our private equity backers, we are revolutionizing the auto finance industry.

We recently crossed the $4B loan milestone, helping over 150,000 customers refinance loans; putting more money back in their pockets for things that matter the most. For the past 3 years, Auto Approve was recognized on Inc. 5000’s list of Fastest Growing Private Companies. We have even bigger goals and growth in mind for 2025, and the Talkdesk Analyst will have an opportunity to grow personally and professionally and have a direct impact in helping Auto Approve achieve our aggressive growth goals into the future.

Most of our team members join us because they connect with our mission of providing services that make it simple for our customers to save money and enjoy life more. We provide a fast-paced, enthusiastic atmosphere that thrives on constant improvement. We offer a competitive compensation package, a full suite of benefits (including medical, dental, vision, & pet insurance, disability & leave benefits, life insurance, 401K plan with match, and more), and PTO and holidays. We are looking for individuals to demonstrate an entrepreneurial spirit, promote fresh ideas, and serve as an agent of change. The Talkdesk Analyst will join our rapidly growing team remotely. 

The salary for this role ranges between $100k-$145k (+annual bonus opportunities).

What You’ll Do:

As a Talkdesk Analyst, you will be responsible for managing and optimizing our contact center systems and technologies, with a focus on Talkdesk as our Contact Center as a Service (CCaaS) platform. You will play a critical role in ensuring that our contact center operations are efficient, reliable, and aligned with business objectives. This position offers an exciting opportunity to leverage your technical expertise and analytical skills to drive continuous improvement in our customer service operations. 

The role’s day-to-day duties include (but are not limited to): 

• Configure, customize, and maintain the Talkdesk CCaaS platform to support business needs.
• Collaborate with stakeholders to gather requirements and translate business needs into technical solutions within the Talkdesk platform.
• Design and implement call flows, IVR (Interactive Voice Response) systems, and other contact center features to optimize call routing and enhance customer experience.
• Monitor system performance and conduct regular analysis of key metrics to identify areas for improvement and implement solutions to enhance efficiency and effectiveness.
• Provide technical support and troubleshooting assistance to end-users, including contact center agents and supervisors, to resolve issues and ensure smooth operation of contact center systems.
• Stay up-to-date with industry trends and best practices in contact center technology and contribute to the ongoing evolution of our contact center operations.

What You’ll Need:

• 1+ year of telecom experience working with Talkdesk required.
• 1+ year of experience working in a contact center environment required.
• Strong technical proficiency in configuring and customizing contact center systems, including call routing, IVR design, and integration with CRM systems.
• 2+ years of experience using data analytics to analyze data and metrics to identify trends, patterns, and opportunities for improvement.
• Excellent communication and collaboration skills, with the ability to work effectively with stakeholders on a frequent basis. 
• Proven experience working in a fast-paced, high-growth work environment, preferably in the FinTech industry. 
• 2+ years of telecom experience working with similar CCaaS platforms in a contact center environment (preferred)
• Experience incorporating AI into implementations and enhancements. (preferred) 

Position Type/Expected Hours of Work: This is a full-time position.  Days and hours of work are variable and based on business need. Evening and weekend work may be required as job duties demand.

Physical Requirements: This position is indoors. Must be able to sit at a computer terminal for an extended period.  May be asked to lift approximately 25 lbs. Exposure to moderate noise and light, i.e business office with computers, phone, printers, light foot traffic.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement: Auto Approve provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.  In addition to federal law requirements, Auto Approve complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Applicants must be legally authorized to work in the United States.