Customer Support Representative, Tier 1
Core
Tier 1 Customer Support Representative resolving technical issues for Dialpad's AI platform across voice and digital channels.
Role type
Tier 1 Customer Support Representative (Technical)
Builds
Dialpad AI platform for customer experience
Domain
AI / SaaS / Telecommunications
Deliverable
client delivery
Required skills
troubleshooting, problem-solving, multi-channel communication, Windows/Mac OS proficiency, technical understanding of SaaS, incident management, service level adherence
Preferred skills
experience in technical field, telecommunication or SaaS provider background
Technologies
Windows OS, Mac OS
Responsibilities
Respond to customer inquiries about technical issues across call center, email, and chat; Resolve and troubleshoot simple and complex customer issues; Engage with customers to identify root causes; Provide timely and accurate feedback; Manage multiple cases simultaneously; Troubleshoot issues, escalate bug reports, and drive resolution; Maintain service levels and productivity standards; Respond to on-call incidents outside regular hours.
Seniority
Mid-level, hands-on IC