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Support Development Trainer

Dialpad

Dialpad

Customer Service
Manila, Philippines
Posted on Friday, January 5, 2024

About Dialpad

Work Beautifully

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.

About the team

Dialpad’s Support Development Trainer’s are Dialpad Product and Support process champions who will provide training and support to our T1 Support and Premium Support Agents to further develop their knowledge and skills. In this role, you’ll combine a passion for developing others, strong communication and interpersonal kills to create a strong learning enviornement for our Support team.

Dialpad’s CX Development team plays an essential role in coaching, training and keeping the CX org up to date on all things Dialpad. This team collaborates closely with Support leadership, Product Management, and our Help Center Content manager to constantly improve agent and customer education.

Your role

As a Support Development Trainer, you’ll own training any new Support agents as well as continuous training on the Dialpad product as well as communication platforms, mobile networks, SIP messaging, network protocols, & desk phone provisioning in a SIP enviornment. You’ll work closely with Support Leadershsip, the Telephony Team, and your fellow teammates to ensure you have all of the necessary information to build training plans and documentation. You’ll also help create and present lesson plans for live trainings with the team. In addition, you’ll help bring additional coaching and training resources to the Support agents through our communication channels.

This position reports to our Training & QA Manager and has the opportunity to be based in the Philipines working 10 am - 7 pm EST, Monday - Friday.

What you’ll do

  • Owns building and executing an on-going training program to keep Support informed of all product updates, troubleshooting steps, & technical knowledge
  • Owns and collaborates in coordinating and presenting in our 8 week new hire onboarding program where all Support new hires attend daily remote classes to learn and prepare for their role in providing customer support.
  • Owns and collaborates in creating and presenting process docs on any support duties and tools (life of a support call, chat, and email/ ZD how to)
  • Assist in creating and presenting training materials/process docs on any new Product features for Dialpad and Dialpad Meetings
  • Assist in creating and presenting training materials/process docs on any new backend processes for supporting new Product features for DP and DPM
  • Assist in creating and presenting training materials/process docs on network testing & troubleshooting
  • Collaborate with Support Leadership and Support Quality Auditors to identify gaps in training materials and makes revisions accordingly

Skills you’ll bring

  • 5-7 years work experience as a Technical Trainer or similar role
  • Strong network skills, both LAN and WAN
  • Deskphone provisioning in a SIP environment
  • Experience in customer service positions is a plus
  • Call Center Experience a plus
  • Knowledge of Learning Management Software (LMS)
  • Familiarity with interactive learning activities
  • Excellent written communication and documentations skills
  • Excellent communication and presentation skills
  • BSc degree in Education, or Technical field a plus
  • Additional certification in training is a plus

Dialpad benefits and perks

Equity, balance, and belonging

At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.

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 and equity

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

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and 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, home office equipment, gym membership costs, a variety of wellness events, and more!

Continuing education

Dialpad offers a yearly stipend for continued learning and education expenses.

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.