Description
As a member of the Platinum Support team at Dialpad, you will deliver amazing service and support to our users by providing fast and accurate responses in a courteous and professional manner. You will handle user and partner inquiries ranging from simple product questions to more complex technical support issues. You will troubleshoot customer issues, escalate bug reports, and work to drive issue resolution. You will work effectively with a variety of internal teams, including Sales, Engineering, and Product Management. You will create and maintain tickets with our engineering team at a high technical level. You will monitor all live channels (chat, phone and web form) as you are scheduled to do so. You will communicate with Dialpad partners quickly and effectively in a professional manner. You will attend any and all advanced trainings to become an expert in our products and service. You will adhere to all policies and procedures set forth by Dialpad and the Director/Manager of the Platinum Support team. You will strive to be a team player and maintain the set SLA (Service Level Agreement) for each partner, Platinum support customer, general support interaction. You will maintain the required Quality Assurance score for the Platinum Support team. You will maintain the targeting number of tickets completed every week and strive for one-touch resolve.