Platinum Support Representative, Tier 2

As a member of the Platinum Support team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical matter that our customers and partners may face. This team is focused on supporting our partners who are supporting our product with their end users. As a great fit in this role, you will enjoy helping others solve complex problems and are able to drive issues to resolution while providing expectations about what the next steps are and who will execute them. You will have worked in a call center environment for a minimum of three years preferably processing incoming calls via a ticketing system in a SIP/Telco environment. Additionally, your background will ideally reflect some technical experience/knowledge surrounding LAN/WAN, Cloud technology and VoIP.

• →Deliver amazing service and support to our users by providing fast and accurate responses in courteous and professional manner.
• →Handle user and partner inquiries ranging from simple product questions to more complex technical support issues.
• →Troubleshoot customer issues, escalate bug reports, and work to drive issue resolution.
• →Work effectively with a variety of internal teams, including Sales, Engineering, and Product Management.
• →Create and maintain tickets with our engineering team at a high technical level.
• →Monitor all live channels (chat, phone and web form) as you are scheduled to do so.  Weekly schedules are posted the week prior with scheduled trainings, breaks and lunch included.
• →Communicate with Dialpad partners quickly and effectively in a professional manner.  Our resellers rely on our team to provide answers quickly so they can relay the information back to their customer.  
• →Platinum Support agents are asked to attend any and all advanced trainings to become an expert in our products and service.  These trainings are scheduled in advance and included in the agents Google Calendar and their weekly posted schedule.  Advanced training give an agent an opportunity for career growth.  
• →Platinum Support agents are expected to adhere to all policies and procedures set forth by Dialpad and the Director/Manager of the Platinum Support team.  
• →Platinum Support agents should strive to be team players.  Being remote workers can be hard and isolating at times.  Our team maintains a team chat, as well as weekly team syncs to communicate with each other and grow as a team.  Dialpad encourages communication between agents and other Dialpad employees.
• →Maintain the set SLA (Service Level Agreement) for each partner, Platinum support customer, general support interaction.  Each live channel will have a difference expected response time as well as an expected follow up time.  It is the agents responsibility to maintain their interactions/tickets with the customers and partners to stay within those contracted response times.  
• →Maintain the required Quality Assurance score for the Platinum Support team.  The QA score is a direct reflection of your interaction with customers.  The customer is given a chance to rate the interaction at the end of each interaction.  
• →Maintain the targeting number of tickets completed every week and strive for one-touch resolve.  All targeted metrics (SLA, QA, and tickets solved) are the same for each team member.

• College degree is required (technical degree is preferred).
• Minimum of 5 years in customer support (additional work experience in a technical field is preferred).
• Strong preference to having worked in the past for a well-known US company in support.
• Good home computer and internet connectivity a must (will be verified).
• Excellent English skills a must (candidates will be turned down if their responses to the ad contain grammatical errors).