Technical Support Representative, Tier 2 at Dialpad

Tokyo, Japan

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer Communications, AIIndustries

Requirements

A minimum of 6 years in Customer Support (additional work experience in a technical field is preferred)
Ability to troubleshoot complex technical issues and escalate bug reports
Ability to tailor your communication style to varying levels of technical understanding
Manage multiple cases and communication channels (Email, Internal channels, Video Meetings)
Willingness and excitement to learn the product, teach others, and play an instrumental role in helping us improve
Effective communication skills across a variety of internal teams and stakeholders
Ability to speak Japanese and English fluently

Responsibilities

Own and manage escalated customer issue reports
Partner with our Engineering, Product Management, and Support Leadership teams to resolve complex technical issues and bugs
Become an expert in the product, utilizing all of the resources at your disposal
Replicate and document reported issues/workflows, and explore potential workarounds
Provide coaching opportunities to our Support Development team

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingCustomer ServiceKnowledge Base ManagementEngineering Collaboration

Questions & Answers

Common questions about this position

What experience is required for this Technical Support Representative, Tier 2 role?

A minimum of 6 years in Customer Support is required, with additional work experience in a technical field preferred. Candidates need the ability to troubleshoot complex technical issues, escalate bug reports, and tailor communication styles.

Is this position remote or office-based?

This position offers the opportunity to work at the Tokyo, Japan office. Remote work is not mentioned.

What are Dialpad's key values for employees?

Dialpad seeks individuals who are Scrappy, Curious, Optimistic, Persistent, and Empathetic. The company thrives on continuous evolution and collaboration toward making customers wildly successful.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this position?

Strong candidates have 6+ years in Customer Support, preferably with technical experience, troubleshooting skills, curiosity, and the ability to collaborate with Engineering and other teams.

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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