Advanced Application Support Engineer

About the team

As a member of the Advanced Application 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.

Your role

This team is focused on supporting our customers and partners using our advanced applications like IVR, Omnichannel and custom integrations. 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 experience in working in custom development and workflow implementation environments for a minimum of 3 years. You will possess excellent analytical skills to troubleshoot problems by utilising different tools and logs available to you. As an Advanced application support resource, you will have the ability to quickly learn new technologies and applications.

"This is a remote opportunity that requires working night shifts, with hours from either 9:00 AM to 6:00 PM EST or 12:00 PM to 9:00 PM EST."

What you'll do 

• Provide technical support for our advanced applications like IVR workflow, Omnichannel and custom integrations, including troubleshooting and resolving customer issues. 
• Work closely with customers to understand their needs and provide them with the best possible solutions.
• Collaborate with our development team to ensure that our custom applications are up-to-date and meet the needs of our customers.
• Participate in code reviews and provide feedback to the development team.
• Keep up-to-date with the latest technologies and best practices in software development.
• Deliver amazing service and support to our users by providing fast and accurate responses in a 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.
• Assist customers in identifying, analyzing, and resolving problems with business communication systems. Act as a key contributor in complex/critical environments.  
• 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 training, breaks and lunch included.
• Define and follow the process for handing over projects/implementation from development to Day 1 support. Creating and maintaining documentations specific to integrations and customers.
• 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.  
• Develop/maintain software applications using design patterns and Object Oriented best practices.
• Collaborate and support other team members in your area of expertise. Spread the knowledge.
• Advanced Application Support agents are asked to attend any and all advanced training 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 gives an agent an opportunity for career growth. 
• Advanced Application Support agents are expected to adhere to all policies and procedures set forth by Dialpad and the Director/Manager of the Platinum Support team. 
• 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, Advanced Application support customer, general support interaction.  Each live channel will have a different 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 Advanced Application 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.

Skills you’ll bring 

• A college degree is required (a technical degree is preferred).
• Minimum of 5 years in customer support (additional work experience in a technical field is preferred).
• Programming skills in at least one of the major languages (Python, Java, PHP and other object-oriented programming) .
• Experience with designing and implementing IVR and Omnichannel conversation workflow tools.
• Experience with cloud technologies and platforms like GCP, AWS.
• Good Understanding of the Contact Center domain.
• Experience in Software Engineering best practices. 
• Experience with GIT or other code version control software.
• Good Exposure to Integration applications and CRM software. Understanding of REST APIs and security fundamentals.
• 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).

What you will achieve

• You’ll complete our training course and be equipped to handle customer interactions across all our channels and platforms.
• You’ll be actively contributing to our teams goals around amazing customer support.
• You’ll be participating in team meetings focused around the strengths and weaknesses of our team’s performance against our key metrics.
• You’ll be able to provide recommendations for processes and system configurations that streamline service for our customers.

Benefits and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.