About the team
As a member of the Customer Support Team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical matter that our customers may face.
Dialpad’s Customer Support team plays an essential role in helping customers via all relevant communication channels. This team collaborates closely globally with higher tier in Customer Support, Engineering, Customer Success, Product and Sales teams to constantly improve the customers experience.
About the role
You should have a proven track history of excellent customer support. You will also be required to learn and understand our product and services inside and out, which will require a degree of curiosity and technical understanding.
Lastly, you should be a very hard worker, professional with how you interact with customers and have a deep care and desire to help users.
Skills you’ll bring
- Minimum of 3 years in customer support (additional work experience in a technical field is preferred).
- 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).
- Proficiency in Windows/Mac OS.
- Attention to detail and good problem-solving skills.
- Good written and verbal communication.
- 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.
- 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.
Dialpad benefits and perks
Benefits and wellness
An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!
Professional Development
Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.
