[Hiring] Customer Support Representative, Tier 1 @Dialpad

Role Description

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

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.

Dialpad’s Customer Support team plays an essential role in helping customers via all relevant communication channels. This team collaborates closely globally with higher-tier Customer Support, Engineering, Customer Success, Product, and Sales teams to continuously improve the customer experience.

Qualifications

• 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.
• Passion for learning and working effectively with a variety of multicultural internal teams.
• Experience with telecommunication or SaaS providers required.
• Excellent internet connectivity required.

Requirements

• 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).
• 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.
• Able to work US core hours while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions, and collaborative sessions.

Benefits

• 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.
• Investing in our people with competitive benefits and perks, cutting-edge AI tools, and a robust training program.
• Inclusive office environment designed to cultivate collaboration and connection.
• Exceptional culture recognized as a Great Place to Work.