Product Support Representative, Tier 2
Dialpad is the leading Ai-Powered Customer Intelligence Platform that is transforming how the world works together. Based on 4 billion minutes of analyzed voice and meetings data and growing, we have designed one, beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. More than 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. With initial funding and leadership from Google and leading venture capitalists such as ICONIQ and Andreessen Horowitz, Dialpad has over $200M in ARR and is one of the fastest growing Ai companies in the world.
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.
What you will achieve
In your first 30 days:
You’ll develop an understanding of the basics of Dialpad’s products, key features, and company culture.Completion of Self-paced lessons that introduce you to advanced troubleshooting methods.You’ll start tackling product inquiries and performing thorough investigations.You’ll join weekly and bi-weekly team meetings.
In your first 60 days:
You’ll be responsible for assigning yourself work from the queue and assisting customers with their issues.You’ll receive performance feedback from your first 30 days and will work with your manager to identify what specific skills to focus your time developing for the next 30-day interval.You’ll file feedback requests and bug reports, and will partner with telephony support engineers to address customer-reported issues.You’ll begin filing tickets with product engineers for issues requiring additional follow-up.You’ll begin training on outage handling best practices.
By 90 days:
You’ll be responsible for proactively taking tickets from the queue and helping drive contacts to the appropriate resolution.You’ll be able to meet our established service levels and productivity standards for ticket handling.You’ll be managing communications effectively with a variety of internal teams, including Telephony Support, Engineering, and Customer Success.
Who you are
We are looking for a highly motivated, customer-oriented, and technically minded Tier 2 agent. This position serves our customer base and provides technical support to our Tier 1 agents. You are someone who is willing and excited to learn the product, teach others, and play an instrumental role in the continual improvement of Dialpad. As a Product Support Representative, you enjoy delivering a positive experience to our customers and your fellow internal teams.
We’ve been named a Top Workplace seven times because we truly live and breathe our culture. In alignment with one of our core values, “Skill & Will,” we strive to bring on only the most passionate and talented people to our team. Collectively, Dialers work together to solve problems that help the everyday worker. We foster a collaborative environment where people are elevated, wins are celebrated, and development is encouraged.
Compensation and Equity
Teamwork makes the dream work. Recognizing that our talented and committed team members drive our success, Dialpad offers competitive salaries in addition to stock options because each Dialer participates in our success.
Equity, Balance, and Belonging
At Dialpad, we value the humanity that makes each of us unique. We strive to ensure everyone is supported equitably, and Dialers are free to bring their full selves to work each day, and celebrate others doing the same. We champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity..
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.