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Technical Support Representative - Vancouver, BC

Customer Support | Vancouver, Canada | Full Time

Job Description

Work from anywhere. Not just an idea or a tagline, but a revolution. Led by CEO Craig Walker, co-founder of Google Voice, our team is focused ditching the status quo and building a communication platform that moves with you, no matter where in the world productivity strikes.

With $70 million in funding from Google Ventures, Andreessen Horowitz, and other top VC’s along with engineers from companies like Microsoft and Google, every member of our team plays an essential role in creating a voice product that doesn’t just combine design and mobility but that paves the way for the next generation of anywhere workers.

Responsibilities

  • Deliver amazing service and support to end-user

  • Maintain high levels of customer satisfaction by providing fast and accurate responses

  • Handle user inquiries ranging from simple technical support issues to more complex product questions

  • Troubleshoot customer issues and escalate bugs appropriately. Follow up with the team to ensure timely response

  • Maintain or exceed our established service levels and productivity standards

  • Participate in the day-to-day QA activities such as performing test to verify functionality of the product

  • Be proactive and identify improvements to communicate to Management

  • Take on special projects as needed

Technical Requirements

  • Excellent understanding of different OS such as Linux, Unix, Windows and Mac

  • Experience and knowledge of ticketing systems such as Zendesk, Jira is a plus

  • Knowledge with personal computers and understanding of VoIP.

  • Familiarity with enterprise security requirements and general enterprise IT Operations

Non-technical Requirements

  • BA/BS degree or equivalent practical experience

  • Superb troubleshooting and problem solving skills

  • Strong written and verbal communication skills, as well as interpersonal skills, with a focus on rapport-building, listening, and questioning skills

  • Possesses the ability to calmly speak to users in a friendly manner

  • Must be dependable and exhibit a strong work ethic with team player mentality

  • Ability to work independently and prioritize effectively and balance multiple, disparate work streams

  • Driven to find the root cause of the problem not just the immediate solution

About Us:

Poolside. Backyard BBQ. Third booth from the left. Here’s where you’ll find the anywhere workers of Dialpad. Because for us, work is a thing you do not a place you go. And with a customer base of 25,000+ companies, we’re helping build voice products that empower future anywhere workers.

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.

Healthcare

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.

Reimbursements

We offer a monthly stipend to help cover your cell phone, home internet, and even gym membership costs.

Office Meals

Bon Appetit! Enjoy catered lunches, free snacks & drinks (both healthy and unhealthy - no judgment!)

Location, Location, Location

San Francisco <> Raleigh <> Vancouver <> Tokyo <> Austin <> San Jose. From coast to coast, our offices are nestled in active and growing downtown areas.