Your role
As a Product Support Representative, T2, you’ll own escalated customer interactions and our collective T2 knowledge base. You’ll work closely with our Engineering team to further refine the product. You’ll also help create knowledge base articles that will supply our overall support team with additional troubleshooting resources.
This position reports to our Manager, Product T2, and will have the opportunity to work at our Buenos Aires office.
The Customer Experience (CX) Organization is aimed at delighting customers at every touchpoint. We are dedicated to understanding and meeting the evolving needs and expectations of our customers. We are committed to working collaboratively to deliver seamless and memorable interactions.
Dialpad’s Product Support Representative, T2 will provide excellent technical assistance to serve our customer base and Tier 1 team. In this role, you’ll combine troubleshooting skills, a willingness to learn, and a knack for curiosity to help the team reach its goals.
Dialpad’s Product T2 team plays an essential role in delivering a positive experience to our customers and fellow internal teams.
What You’ll Do
- 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 of 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 you’ll bring
- 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.
