Customer Support Representative, Tier 1
DialpadBusiness Communications company
Tokyo, JapanMid
GV
Andreessen Horowitz
Iconiq Capital
Operations & Strategy
About the role
TL;DR
Provide technical assistance to customers and the support team, resolving escalated issues.
- •Dialpad is seeking a Customer Support Representative, Tier 1, to join their team in Tokyo, Japan.
- •This role focuses on providing excellent technical assistance to customers and the Tier 1 team, playing an essential role in delivering a positive customer experience.
- •Key Responsibilities Own and manage escalated customer issue reports.
- •Partner with Engineering, Product Management, and Support Leadership teams to resolve complex technical issues.
- •Become an expert in the product and document reported issues/workflows.
- •Provide coaching opportunities to the Support Development team.
- •Requirements A minimum of 6 years in Customer Support.
- •Ability to troubleshoot complex technical issues and escalate bug reports.
- •Ability to tailor communication style to varying technical understandings.
- •Manage multiple cases and communication channels.
- •Willingness to learn the product and help improve it.
- •Effective communication skills across internal teams.
- •Ability to speak Japanese and English fluently.
Required skills
Customer Service
Nice-to-have skills
JavaScriptNode.jsReactAWSJiraConfluenceSlack
Tech stack
JavaScriptNode.jsReactAWSJiraConfluenceSlack