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Tier 2 - Customer Support Representative

Customer Support | San Jose, CA | 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 $53 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.

We are seeking a knowledgeable, enthusiastic Tier 2 Support Representative to help lead us through the next phases of this mission. You will provide consultative support to Tier 2 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.

Responsibilities

  • 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

Qualifications

  • 2+ years of experience in a customer service or other client-facing role

  • Must possess a working knowledge of cloud technology and be willing to expand knowledge base of industry specific cloud platforms

  • 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

Nice to Haves

  • BA/BS degree preferred

  • Deep understand with network protocols (TCP/IP), SIP, VOIP, to name a few

  • COMP TIA Net+ and/or Sec+ certifications or a CCNA level

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.

Perks

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 to our employees.

401K

Plan for the future. We offer a 401k plan to all of our employees.

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.