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Dialpad is seeking a Platinum Support Specialist to join their team in Amsterdam. This role is crucial for providing top-tier technical support to Dialpad's enterprise customers and partners. The Platinum Support Specialist will resolve complex issues, mentor junior team members, and drive improvements to enhance customer experience. Dialpad is the leading Ai-powered customer communications platform creating human-first, Ai-enhanced solutions.
- Delivering world-class technical support via chat, phone, and web.
- Acting as an escalation point for complex issues.
- Leading the resolution of high-impact incidents.
- Managing technical escalations and ensuring root cause analysis.
- Creating and maintaining detailed technical documentation.
- Identifying recurring issues and contributing to process improvements.
- Mentoring and training junior team members.
- Driving improvements in team efficiency through automation.
- Ensuring adherence to Service Level Agreements (SLAs).
- Participating in advanced training sessions.
- A bachelor's degree in a technical field or equivalent experience.
- Minimum of 7+ years in customer support, with 3+ years in a senior or escalation role.
- Strong experience working with enterprise customers.
- Deep understanding of SIP, VoIP, LAN/WAN, and cloud-based communication platforms.
- Proven ability to diagnose and resolve complex technical issues.
- Excellent verbal and written communication skills.
- A strong problem-solving mindset.
- Flexible time off.
- Medical, dental, and vision plans.
- Monthly stipend for cell phone and internet bills.
- Gym membership reimbursement.
- Professional development reimbursement.
- Competitive salaries.
Dialpad
Dialpad is an AI-powered customer communications platform delivering AI-enhanced solutions. Businesses leverage Dialpad's AI capabilities to enhance customer experiences. The company is backed by investors like Andreessen Horowitz and Google Ventures. Dialpad offers a range of features, including voice, video, and messaging. The company caters to enterprise clients, including Randstad, Netflix, and T-Mobile. Dialpad's focus is on creating human-first experiences and supporting businesses in their communication and customer service needs.