Platinum Support Representative, Tier 2

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Overview of Dialpad

Dialpad is a forward-thinking leader in AI-powered customer communications, offering innovative solutions for businesses to improve how they communicate and serve their customers. The company has established a strong presence in the market and is recognized for its tools that enhance customer experiences, with notable enterprise clients including Netflix, T-Mobile, and Cigna. Supported by top-tier investors like Andreessen Horowitz and Google Ventures, Dialpad is at the forefront of AI technology in the communication space, constantly evolving to meet the needs of its users.

Position Summary

The role of Platinum Support Representative (Tier 2) is crucial within Dialpad's Platinum Support team. This position requires a hands-on approach, emphasizing problem-solving and technical support for a variety of users, including both customers and partners. Representatives must adeptly handle a mix of user inquiries ranging from simple questions to complex technical issues, ensuring that responses are delivered in a courteous and professional manner.

The position is full-time, intended for individuals who thrive in a fast-paced environment and are eager to troubleshoot and resolve technical matters. The representative will monitor live channels, maintain engagement through various support mediums, and work closely with internal teams such as Sales, Engineering, and Product Management to escalate issues and drive resolutions.

Key Responsibilities

• Deliver high-level service and support to users by promptly responding to inquiries.
• Handle and troubleshoot customer issues, ensuring timely resolution and effective communication throughout the process.
• Collaborate with various internal teams to resolve issues and escalate bug reports.
• Create and manage support tickets effectively, keeping a technical bottom line throughout the interactions.
• Maintain consistent monitoring of all support channels, including chat, phone, and web form.
• Uphold set Service Level Agreements (SLAs) and quality assurance standards for customer interactions.
• Participate in scheduled training to enhance product knowledge and support skills.
• Engage in team meetings that discuss performance metrics and collaborative improvements.
• Suggest process improvements that streamline service and response capabilities.

Required Skills

To be a successful candidate for this position, applicants must possess the following skills and qualifications:

• A college degree is mandatory, with a preference for candidates holding a technical degree.
• A minimum of 5 years of experience in customer support, specifically in technical support roles.
• Previous work experience with a recognized U.S. company in a support environment is highly preferred.
• Strong command of the English language is essential, as grammatical accuracy will be evaluated during the application process.
• Reliable home computer and internet connectivity will be verified.
• Prior experience in a call center environment is favorable, especially involving technical elements like LAN/WAN and VoIP.

Professional Development and Culture

Dialpad is committed to supporting its employees not just in terms of job performance but also in their professional growth. The company offers various benefits aimed at maintaining employee health and wellness, including:

• Flexible time-off policies alongside comprehensive medical, dental, and vision insurance options.
• A monthly stipend to aid in covering cell phone and home internet bills, alongside educational reimbursements for professional development.
• An emphasis on team culture, highlighted by Dialpad’s recognition as a Top Workplace multiple times, showcasing an atmosphere of collaboration and support.

Commitment to Diversity

Dialpad is an equal-opportunity employer, ensuring a culture of inclusivity where every employee feels valued and respected. They actively seek to build a workplace that represents diverse identities and perspectives, encouraging all candidates, particularly those from marginalized groups, to apply to roles even if they don't meet every technical qualification.

Overall, the position of Platinum Support Representative at Dialpad offers a unique chance to work for a leading tech company that is dedicated to innovation and exceptional customer service. For individuals looking to advance their careers while working in a supportive and dynamic environment, this opportunity is well-suited to meet those aspirations.

This job offer was originally published on himalayas.app