Customer Support Representative (CSR) - Tokyo, Japan
Customer Support | Tokyo, Japan | Full Time
Dialpad's product suite covers the full range of modern business communications needs with Dialpad Talk, Support, Sell, and UberConference. All products are powered by VoiceAI, Dialpad's proprietary technology that helps companies unlock conversation insights, improve productivity and drive better performance across teams.
Who we are:
At Dialpad, we're a team of doers. A team that thinks outside the box and when that doesn't work, we reinvent it. We don't settle for the status quo, and neither do the things we build. Led by the same minds behind Google Voice, we create products that get businesses talking—whether it's across the hall, street, or country.
With $120 million in funding from ICONIQ Capital, Google Ventures, Andreessen Horowitz, Scale Ventures and other top VC’s, Dialpad attracts top talent from iconic companies like Microsoft and Google as well as powerhouse startups like Hootsuite, Weebly and Anaplan. Every member of our team plays an essential role in creating dynamic products that don’t just combine design and mobility but works with you wherever productivity may strike.
About the role:
We are seeking a knowledgeable, enthusiastic Customer Support Representative to help lead us through the next phases of this mission. You will provide consultative support to customers in the delivery of highly complex support for network elements, platforms, systems, applications, and services. You are passionate about improving our operations and support experience.
Become an expert in our products
Deliver amazing service and support to our users by providing fast and accurate responses
Handle user inquiries ranging from simple product questions to more complex technical support issues
Troubleshoot technical/customer issues, escalate bug reports, and work cross-functionally to drive issue resolution
Maintain or exceed our established service levels and productivity standards
Work effectively with a variety of internal teams, including Sales, Engineering, and Product Management
Be proactive and identify opportunities for our team to provide better support, educate our users, and scale our support model
Take on special projects as needed
BA/BS degree preferred
Passionate about helping people adopt new and exciting technology
1 - 2 years of experience in a customer service or other client-facing role
Superb troubleshooting and problem-solving skills
Strong writing skills; has the ability to write clear and concise answers to address users’ questions and problems
Strong verbal communication skills; has the ability to calmly speak to users in a friendly and empathetic manner
Self-starter with a strong work ethic and team player mentality
Experience in enterprise apps, cloud computing, and/or VOIP is a plus
Joining our team means collaborating with people that aren’t just passionate about their work but about Argentine tango, musicals, sushi burritos, comic books - you name it. Because if you’re going to redefine the status quo, you need a group of people hungry to do more, to see more, and be more than where they started.
There is no idea too crazy and no task too small — we work together to make things we’re proud of.
Compensation & Equity
Teamwork makes the dream work. We recognize that our dedicated team members are what make our success. That’s why we offer competitive salaries in addition to stock options.
An apple a day keeps the doctor away - and it doesn’t hurt that we offer 100% paid medical, dental, and vision plans for you and your dependents.
We offer a monthly stipend to help cover your cell phone, home internet, and even gym membership costs.
We believe in your future as much as you do! That's why we offer a yearly stipend for continued learning and education expenses.
Bon Appetit! Enjoy catered lunches, free snacks & drinks (both healthy and unhealthy - no judgment!)
Location, Location, Location
San Francisco <> San Ramon <> Austin <> Raleigh <> Vancouver <> Kitchener <> Tokyo <> New York <> Bangalore. From coast to coast, our offices are nestled in active and growing downtown areas
Dialpad is an equal opportunity employer; we believe in creating a community of inclusion and an environment free from discrimination or harassment.