Join to apply for the Product Support Representative, Tier 2 role at Dialpad
1 day ago Be among the first 25 applicants
Join to apply for the Product Support Representative, Tier 2 role at Dialpad
Get AI-powered advice on this job and more exclusive features.
About Dialpad
Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. Visit dialpad.com to learn more.
About Dialpad
Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. Visit dialpad.com to learn more.
Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.
We thrive on continuous evolution, where every employee leverages industry-leading Ai to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.
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.
We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.
Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply.
Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Software Development
Referrals increase your chances of interviewing at Dialpad by 2x
Get notified about new Product Support Representative jobs in Greater Buenos Aires.
Autonomous City of Buenos Aires, Buenos Aires Province, Argentina 1 week ago
Engenheiro(a) Suporte Tecnico Sr - Balance of Plant (BoP) - Technical Support for Thermal Power Plants
Autonomous City of Buenos Aires, Buenos Aires Province, Argentina 2 weeks ago
Engenheiro(a) Suporte Tecnico Sr - Electrical - Technical Support for Thermal Power Plants
Autonomous City of Buenos Aires, Buenos Aires Province, Argentina 3 days ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr