Technical Support Representative, Tier 2 (Ai)

TL;DR

Technical Support Representative, Tier 2 (AI): Owns escalated customer interactions and the collective T2 knowledge base, working closely with the Engineering team to refine the product. Focus on resolving complex technical issues, documenting workflows, and providing coaching to the Support Development team to improve the customer experience.

Location: Must be based in Tokyo, Japan

Company

Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers.

What you will do

• 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 in the product, utilizing all of the resources available.
• Replicate and document reported issues/workflows, and explore potential workarounds.
• Provide coaching opportunities to the Support Development team.

Requirements

• A 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.
• Ability to speak Japanese and English fluently.

Culture & Benefits

• Offices designed to be inclusive, offering a vibrant environment to cultivate collaboration and connection.
• Exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.
• Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential.