Onboarding Specialist at Dialpad

Pasig, Metro Manila, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Customer CommunicationsIndustries

Requirements

At least 2-3 years of working experience in Customer Onboarding, Software Implementation, and Account Management
At least 1 year of experience configuring, updating, and supporting VOIP solutions
Preferably with experience in chat, handling multiple windows
Excellent English communication skills
Strong customer service orientation
Ability to work independently with minimal management guidelines
Organized, detail-oriented, and self-motivated
Able to work US core hours while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions, and collaborative sessions
Experience with telecommunication or SaaS providers required
Excellent internet connectivity required

Responsibilities

Facilitate onboarding deployment for new customers and products purchased
Host end-user and admin training sessions for customers to educate them on Dialpad products and assist with change management
Provide detailed walkthroughs and train new customers with implementation and portal setup
Deliver quality onboarding in a timely manner by analyzing needs, collaborating with others, and resolving customer issues through discovery and replication
Drive customers to implement best practices
Clearly communicate product configuration setup requirements and expectations with customers
Act as the customer's escalation point for any onboarding-related issues
Work on ad-hoc tasks as necessary

Skills

Key technologies and capabilities for this role

Customer OnboardingTroubleshootingTechnical ImplementationCommunicationProblem SolvingRelationship BuildingCustomer EnablementSales AlignmentCustomer Success

Questions & Answers

Common questions about this position

What experience is required for the Onboarding Specialist role?

At least 2-3 years of working experience in Customer Onboarding or Software Implementation is required.

What is the work arrangement for this position?

This is a hybrid working position with the opportunity to be based in the Pasig City, Metro Manila Office.

What key traits does Dialpad look for in employees?

Dialpad seeks individuals who are Scrappy, Curious, Optimistic, Persistent, and Empathetic.

What skills are essential for success in this role?

Strong problem-solving skills, relationship-building skills, and communication skills are crucial for understanding customer pain points and aligning product solutions.

What does the Professional Services team do at Dialpad?

The Professional Services team educates customers on Dialpad products and aligns closely with Sales, Customer Success, and Support to improve product deployment and change management processes.

Dialpad

AI platform for customer engagement and collaboration

About Dialpad

Dialpad offers an AI-powered platform designed to enhance customer engagement, sales, and team collaboration. Its key features include real-time transcription of conversations, sentiment analysis to gauge the mood of discussions, live coaching for sales representatives, and predictive customer satisfaction (CSAT) scores to forecast client satisfaction. This platform serves a diverse clientele, from small businesses to large corporations, and operates on a subscription-based model. Dialpad distinguishes itself from competitors through its rapid product innovation and strong partnerships, such as its collaboration with the Sacramento Kings basketball team, which includes community programs like The Huddle Lab for young entrepreneurs. The company has received recognition from G2 in various categories, including Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). Dialpad's goal is to leverage AI to improve customer service and sales effectiveness.

San Ramon, CaliforniaHeadquarters

2011Year Founded

$437.7MTotal Funding

LATE_VCCompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Flexible Work Hours

Phone/Internet Stipend

Gym Membership

Professional Development Budget

Risks

Emerging AI-driven platforms could erode Dialpad's market share.

Integration challenges from Surfboard acquisition may disrupt operations.

Rapid AI advancements could render Dialpad's offerings obsolete if not updated.

Differentiation

Dialpad offers real-time transcription and sentiment analysis, enhancing customer interactions.

Its AI-powered platform supports sales, customer engagement, and team collaboration effectively.

Dialpad's continuous innovation and fast feature releases set it apart from competitors.

Upsides

Dialpad's acquisition of Surfboard enhances its workforce management capabilities.

Recognition as Google Cloud Technology Partner of the Year boosts Dialpad's credibility.

Launch of business-specific AI models provides a competitive edge in sales conversations.

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