Customer Support Representative, Tier 1
Provides Tier 1 technical customer support for Dialpad products across phone, email, and chat. The role requires at least three years of customer support experience, SaaS or telecommunications experience, strong troubleshooting skills, and availability during Japan hours and on-call periods.
About the job
Responsibilities
- Respond to customer inquiries about technical issues with Dialpad products across relevant communication channels.
- Resolve and troubleshoot simple and complex customer issues.
- Engage customers to quickly identify the root cause of problems.
- Provide timely and accurate customer feedback.
- Manage multiple cases and communication channels simultaneously, including call center, email, and chat.
- Handle inquiries ranging from simple product questions to complex technical support issues.
- Troubleshoot customer issues, escalate bug reports, and drive issue resolution.
- Maintain or exceed established service levels and productivity standards.
- Collaborate with higher-tier Customer Support, Engineering, Customer Success, Product, and Sales teams.
- Respond to on-call requests and address issues or incidents outside regular working hours.
Requirements
- Minimum of 3 years of customer support experience.
- Proven track record of excellent customer support.
- Experience with telecommunications or SaaS providers.
- Proficiency with Windows and macOS.
- Strong attention to detail and problem-solving skills.
- Good written and verbal communication skills.
- Passion for learning and working effectively with multicultural internal teams.
- Ability to work Japan hours while remaining 100% on camera in a dedicated, technically enabled remote workspace.
- Excellent internet connectivity.
Nice-to-haves
- Additional work experience in a technical field.
Compensation and Benefits
- Competitive salary.
- Comprehensive benefits and perks.
- Cutting-edge AI tools.
- Robust training program and opportunities for growth.
Skills
Windows, macOS, SaaS, Telecommunications, Technical Troubleshooting, Customer Support, Incident Management, Bug Reporting, Email Support, Chat Support
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