Customer Support Representative, Tier 1

About Dialpad

Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time.

As a member of the Customer Support Team, you will be required to learn and understand our products and services inside and out, which will require a degree of curiosity and technical understanding. You should have a proven track record of excellent customer support, be a very hard worker, professional in how you interact with customers, and deeply committed to helping users.

Responsibilities

• Respond to customer inquiries about technical issues with the Dialpad product across all relevant communication channels.
• Resolve and troubleshoot customer issues, both simple and complex.
• Engage with customers to quickly get to the root of their problem.
• Provide timely and accurate customer feedback.
• Manage multiple cases and communication channels simultaneously (call center, email, chat).

Requirements

• Minimum of 3 years in customer support (additional work experience in a technical field is preferred).
• Proficiency in Windows/Mac OS.
• Attention to detail and strong problem-solving skills.
• Good written and verbal communication.
• 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.

Why Join Dialpad

• Work at the center of the AI transformation in business communications
• Build and ship agentic AI products that are redefining how companies operate
• Join a team where AI amplifies every employee’s impact
• Competitive salary, comprehensive benefits, and real opportunities for growth