About the team
As a member of the Billing Support team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical billing matter that our customers may face. We have one goal: to provide world-class customer support.
Dialpad’s Billing Support Representative will be responsible for overseeing all aspects of Billing, Fraud, and Account Receivable inquiries to promote excellent customer support within our organization. In this role, you’ll combine your experience in Finance, Accounting, and Customer Support to thrive and provide world-class support.
Dialpad’s Billing Support & Fraud team plays an essential role in Dialpad’s mission to make business communications great. This team collaborates closely with people from many different backgrounds and can de-escalate situations when necessary. We improve the overall interactions between our customers and internal teams in all aspects related to Billing.
Your role
As a Billing Support Representative, you’ll manage daily inbound and outbound inquiries in a timely manner. You’ll work closely with our customers and fellow internal teams to help resolve time sensitive requests. In addition, you’ll help bring attention to detail, accuracy, knowledge, and communication within your Billing Support team to help create processes that promote excellent skill set.
This position reports to our Billing Support Manager and has the opportunity to work remotely.
What you’ll do
- Own customer interactions across all channels (phone, chat, and emails) by providing world class experience.
- Make intuitive decisions to de-escalate situations when necessary.
- Effectively analyze a request, problem, or issue, asking the right questions to build a solution and/or alternatives.
- Navigate and utilize internal and external resources to provide solutions to our users.
- Work with the Support Development team to learn our product and internal processes.
- Contribute to our Billing Team by participating in meetings, focused training, and improvements of our product.
Skills you’ll bring
- Bachelor's degree in Accounting/Finance or equivalent experience
- 5 years of customer support & billing/accounting related experience
- Experience in debits/credits, accounting, and financial processes
- Experience in collection inquiries
- Excellent organizational and detail oriented skills
