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Tier 2 Technical Support Representative (TSR)

Customer Support | San Ramon, CA | Full Time

Job Description

Dialpad is the cloud based phone system that powers voice, video, and messages all from a single platform. With a beautifully intuitive interface that works on your existing devices, your phone system is finally as adaptable as your team.

Who we are:

At Dialpad, we're a team of do-ers. 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 build 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 engineers from companies like Microsoft and Google, and every member of our team plays an essential role in creating dynamic products that doesn’t just combine design and mobility but works with you wherever productivity may strike.

About the role:

Dialpad has a fantastic opportunity for a motivated Technical Support Representative in our San Ramon office.  You will use your outstanding customer service background and strong technical acumen to provide consultative style, Tier 2 support to both internal and external customers for network elements, platforms, systems, applications, and services. 

Key Responsibilities

  • Manage carrier escalations and trouble tickets, carrier interoperability, network monitoring, DID probes and test calls

  • 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

Key Requirements

  • 2+ years of experience with Customer Service and Telco/carrier 
  • Must possess strong knowledge of Cloud Technology and VoIP
  • Superb troubleshooting and problem-solving skills
  • Strong written and verbal skills
  • Self-starter with a strong work ethic and team player mentality

Technical Requirements

  • Understanding Telco carrier networks and interoperability
  • Wide knowledge of communication platforms, with knowledge of mobile networks
  • Experience and knowledge of ticketing systems such as Zendesk, Jira is a plus
  • SIP messaging expertise; Wireshark expertise
  • Familiarity with enterprise security requirements and general enterprise IT
  • BA/BS degree preferred

Bonus points for:

  • Deep understanding with network protocols (TCP/IP), SIP, VOIP etc.
  • COMP TIA Net+ and/or Sec+ certifications or a CCNA level or higher

About Us:

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.

Education

We believe in your future as much as you do! That's why we offer a yearly stipend for continued learning and education expenses.

Office Meals

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

Location, Location, Location

San Francisco <> San Ramon <> Austin <> Raleigh <> Vancouver <> Kitchener <> Tokyo <> New York. 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