Product Support Representative, Tier 2
Company:Dialpad
Location:Philippines
Languages:English
Seniority level:Middle, 6+ years
Experience:6+ years
Skills:
TroubleshootingTechnical supportDebuggingCustomer support
Requirements:
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.
Responsibilities:
Own and manage escalated customer issue reports. Partner with Engineering, Product Management, and Support Leadership teams to resolve complex technical issues and bugs. Become an expert of the product. Replicate and document reported issues/workflows, and explore potential workarounds. Provide coaching opportunities to our Support Development team.
