Work beautifully
Dialpad is where work comes together—one, beautiful workspace for anywhere communication & collaboration. With the industry’s most innovative business phone system, unlimited text and team messaging, one-click video meetings, and the world’s most advanced AI Contact Center—Dialpad is completely transforming how the world works together.
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.
Responsibilities:
- Become an expert in our products and service
- Deliver amazing service and support to our users by providing fast and accurate responses
- 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
- Work effectively with a variety of internal teams, including Sales, Engineering, and Product Management
Requirements:
- College degree is required (technical degree is preferred)
- Minimum of 5 years in customer support (additional work experience in a technical field is preferred)
- Strong preference to having worked in the past for a well-known US company in support
- Good home computer and internet connectivity a must (will be verified)
- Excellent English skills a must (candidates will be turned down if their responses to the ad contain grammatical errors)
What you will achieve
In your first 30 days:
- You’ll complete our training course and be equipped to handle customer interactions across all our channels and platforms
In your first 60 days:
- You’ll be actively contributing to our teams goals around amazing customer support
In your first 90 days:
- You’ll be participating in team meetings focused around strengths and weaknesses of our team’s performance against our key metrics
- You’ll be able to provide recommendations for processes and system configurations that streamline service for our customers
Who you are
This team is focused on supporting our partners who are supporting our product with their end users. As a great fit in this role, you will enjoy helping others solve complex problems and are able to drive issues to resolution while providing expectations about what the next steps are and who will execute them. You will have worked in a call center environment for a minimum of three years preferably processing incoming calls via a ticketing system in a SIP/Telco environment. Additionally, your background will ideally reflect some technical experience/knowledge surrounding LAN/WAN, Cloud technology and VoIP.
Dialpad Perks & Benefits
Culture
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
Teamwork makes the dream work. Recognizing that our talented and committed team members drive our success, Dialpad offers competitive rates.
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.