[Hiring] Platinum Support Representative, Tier 2 @Dialpad

Role Description

As a member of the Platinum 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 and partners may face. 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.

What you’ll do

• Deliver amazing service and support to our users by providing fast and accurate responses in a courteous and professional manner.
• Handle user and partner inquiries ranging from simple product questions to more complex technical support issues.
• Troubleshoot customer issues, escalate bug reports, and work to drive issue resolution.
• Work effectively with a variety of internal teams, including Sales, Engineering, and Product Management.
• Create and maintain tickets with our engineering team at a high technical level.
• Monitor all live channels (chat, phone and web form) as you are scheduled to do so.
• Communicate with Dialpad partners quickly and effectively in a professional manner.
• Attend any and all advanced trainings to become an expert in our products and service.
• Adhere to all policies and procedures set forth by Dialpad and the Director/Manager of the Platinum Support team.
• Strive to be a team player, maintaining communication with team members.
• Maintain the set SLA (Service Level Agreement) for each partner and customer interaction.
• Maintain the required Quality Assurance score for the Platinum Support team.
• Maintain the targeting number of tickets completed every week and strive for one-touch resolve.

Qualifications

• 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).

Salary Range

For exceptional talent based in Ontario, Canada, the target base salary range for this position is:

• $57,000 — $72,000 CAD

Benefits

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Equal Opportunity Employer

Dialpad is an equal-opportunity employer. We are dedicated to creating an inclusive environment, free of discrimination and harassment.