Customer Support Representative, Tier 1 (SaaS)

TL;DR

Customer Support Representative, Tier 1 (SaaS): Providing technical support for an AI-native business communications platform with an accent on troubleshooting complex technical issues across multiple channels. Focus on resolving user inquiries, escalating bug reports, and maintaining high service levels in a fast-paced environment.

Location: Must be based in Tokyo, Japan and able to work US core hours from a dedicated remote workspace.

Company

Dialpad is an AI-native business communications platform unifying calling, messaging, and meetings powered by real-time AI.

What you will do

• Respond to and resolve technical inquiries via call center, email, and chat.
• Troubleshoot complex customer issues and identify root causes.
• Collaborate globally with Engineering, Product, and Sales teams to improve the customer experience.
• Escalate bug reports and drive issues to resolution.
• Maintain established productivity standards and service levels.

Requirements

• Minimum 3 years of experience in customer support.
• Experience with SaaS or telecommunication providers.
• Must be based in Tokyo, Japan.
• Ability to work US core hours.
• Proficiency in Windows and Mac OS.
• Excellent internet connectivity and a dedicated, on-camera remote workspace.

Culture & Benefits

• Opportunity to work at the center of the AI transformation in business communications.
• Competitive salary and comprehensive benefits.
• Robust training programs for professional growth.
• Inclusive, vibrant culture recognized as a Great Place to Work.