Customer Support Representative, Tier 1

As a Customer Support Representative, Tier 1 at Dialpad, you will be part of the Customer Experience (CX) Organization, focused on delighting customers at every touchpoint.

Your role involves providing excellent technical assistance to serve the customer base and Tier 1 team, combining troubleshooting skills, a willingness to learn, and a knack for curiosity.

Responsibilities:

• Own and manage customer issue reports
• Partner with Engineering, Product Management, and Support Leadership teams to resolve complex technical issues and bugs
• Become an expert in the product, utilizing all available resources
• Replicate and document reported issues/workflows, and explore potential workarounds
• Provide coaching opportunities to the Support Development team

Requirements:

• A minimum of 6 years in Customer Support (additional work experience in a technical field is preferred)
• Ability to troubleshoot complex technical issues and escalate bug reports
• Ability to tailor communication style to varying levels of technical understanding
• Manage multiple cases and communication channels (Email, Internal channels, Video Meetings)
• Willingness and excitement to learn the product, teach others, and play an instrumental role in helping improve
• Effective communication skills across various internal teams and stakeholders
• Ability to speak Japanese and English fluently

Benefits:

• Competitive salary
• Comprehensive benefits
• Real opportunities for growth
• Cutting-edge AI tools
• Robust training program