Customer Support Representative, Tier 1

Summary

Join Dialpad's Customer Support Team and leverage your expertise in providing exceptional customer service. You will be responsible for resolving technical issues, troubleshooting problems, and collaborating with various teams to enhance customer experience. This role demands a minimum of 3 years in customer support, proficiency in communication, and technical understanding of Dialpad's products and services. You will work remotely, requiring excellent internet connectivity and the ability to work US core hours while always being on camera. Dialpad offers a comprehensive benefits package including medical, dental, vision, cell phone and internet stipends, gym reimbursements, professional development opportunities, and a collaborative work culture.

Requirements

• Minimum of 3 years in customer support
• Proficiency in Windows/Mac OS
• Attention to detail and good problem-solving skills
• Good written and verbal communication
• Passion to learn and work effectively with a variety of multicultural internal teams
• Able to work US core hours while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions and collaborative sessions
• Experience with telecommunication or SaaS providers required
• Excellent internet connectivity required

Responsibilities

• Respond to customer inquiries on technical issues related to the Dialpad product via all relevant communication channels
• Resolve and troubleshoot simple or complex issues relating to customers
• Speaking to customers to quickly get to the root of their problem
• Provide timely and accurate customer feedback
• Manage multiple cases and communication channels at one time (Call center, email, chat)
• Handle user inquiries ranging from simple product questions to more complex technical support issues
• Troubleshoot customer issues, escalate bug reports, and work to drive issue resolution
• Maintain or exceed our established service levels and productivity standards
• Learn and understand our product and services inside and out

Preferred Qualifications

Additional work experience in a technical field

Benefits

• Medical, dental, and vision plans for all employees
• Monthly stipend to help cover your cell phone bill, home internet bill
• Reimbursement for gym membership costs
• Reimbursement for expenses related to professional development, up to an annual limit per calendar year
• Variety of wellness events