Technical Support Representative, Tier 2

Who you are

You have a strong background in customer support, ideally with experience in technical environments. You possess excellent communication skills and a knack for problem-solving, allowing you to handle escalated customer interactions effectively. Your ability to collaborate with engineering teams will help you refine product offerings and enhance the overall customer experience. You are driven by a desire to help others and are committed to continuous improvement, both personally and within the team. You thrive in a fast-paced environment and are eager to learn and adapt to new challenges. You understand the importance of creating knowledge base articles that serve as valuable resources for your team, ensuring that everyone has access to the information they need to succeed.

What you'll do

In this role, you will take ownership of escalated customer interactions, ensuring that their issues are resolved efficiently and effectively. You will work closely with the Engineering team to provide feedback on product performance and suggest improvements based on customer insights. Your responsibilities will include creating and maintaining knowledge base articles that will serve as troubleshooting resources for the support team. You will also participate in training sessions to enhance your skills and knowledge about the product, enabling you to provide the best possible support to customers. You will be expected to track and report on customer issues, identifying trends and areas for improvement. Your role will be crucial in helping the company achieve its mission of making customers and their employees wildly successful.

What we offer

Dialpad offers a collaborative work environment where every employee is encouraged to leverage their skills and contribute to the company's success. You will have opportunities for professional growth and development, as well as the chance to work with cutting-edge AI technology. The company values diversity and inclusion, creating a community where everyone feels welcome and respected. You will be part of a team that is dedicated to continuous evolution and improvement, ensuring that you are always learning and growing in your role. Dialpad is committed to providing a supportive workplace that fosters innovation and creativity.