Customer Support Representative, Tier 1

About Dialpad

Dialpad is the leading Ai-powered customer communications platform creating human-first, Ai-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers like Randstad, Remax, Mizuho, Cigna, T-Mobile, Johns Hopkins, Motorola, Warby Parker, Panera Bread, and Netflix, use Dialpad and its Ai capabilities to deliver amazing customer experiences. Supported by notable investors such as Andreessen Horowitz, Google Ventures, and ICONIQ Capital, Dialpad is a dynamic force in Ai technology with a rapidly expanding presence. Visit dialpad.com to learn more.

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.

Culture
We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent. 

Compensation
Teamwork makes the dream work, and Dialpad offers competitive salaries because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life. 

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.