Platinum Support Representative, Tier 1

Summary

Join Dialpad's Platinum Support team and deliver exceptional service to users and partners. You will handle inquiries, troubleshoot issues, collaborate with internal teams, and maintain tickets. This role requires a college degree (technical degree preferred), 5+ years in customer support (technical field experience preferred), and excellent English skills. Dialpad offers flexible time off, medical/dental/vision plans, a cell phone/internet stipend, gym membership reimbursement, professional development reimbursement, and a collaborative work environment.

Requirements

• College degree is required (technical degree is preferred)
• Minimum of 5 years in customer support (additional work experience in a technical field is preferred)
• Good home computer and internet connectivity a must (will be verified)
• Excellent English skills a must (candidates will be turned down if their responses to the ad contain grammatical errors)

Responsibilities

• Deliver amazing service and support to our users by providing fast and accurate responses in a courteous and professional manner
• Handle user and partner inquiries ranging from simple product questions to more complex technical support issues
• Troubleshoot customer issues, escalate bug reports, and work to drive issue resolution
• Work effectively with a variety of internal teams, including Sales, Engineering, and Product Management
• Create and maintain tickets with our engineering team at a high technical level
• Monitor all live channels (chat, phone and web form) as you are scheduled to do so
• Communicate with Dialpad partners quickly and effectively in a professional manner
• Attend any and all advanced trainings to become an expert in our products and service
• Adhere to all policies and procedures set forth by Dialpad and the Director/Manager of the Platinum Support team
• Strive to be a team player
• Maintain the set SLA (Service Level Agreement) for each partner, Platinum support customer, general support interaction
• Maintain the required Quality Assurance score for the Platinum Support team
• Maintain the targeting number of tickets completed every week and strive for one-touch resolve

Preferred Qualifications

• Having worked in the past for a well-known US company in support
• Additional work experience in a technical field
• Experience in a call center environment for a minimum of three years preferably processing incoming calls via a ticketing system in a SIP/Telco environment
• Technical experience/knowledge surrounding LAN/WAN, Cloud technology and VoIP

Benefits

• Flexible time off
• Medical, dental, and vision plans
• 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