Customer Support Engineer

1 week ago

Dallas, United States Dubber Full time
About Dubber

Dubber is the world's leading conversation platform used by some of the world's largest communication networks. We are proud to offer innovative products that enable any business to unlock the potential in every conversation through AI-enriched conversational data.

Already adopted as core network infrastructure by hundreds of global communications services and applications worldwide, Dubber is specifically designed to help service providers to differentiate, drive new revenues and improve customer retention.

Dubber is listed on the Australian Stock Market (ASX:DUB) with offices in USA, Australia and UK.

The Team

Dubber is looking for a Customer Support Engineer who is focussed on delivering positive outcomes for customers. The role will balance excellent customer service with the analytical skills required to drive continuous improvement within the team. You will case manage customer tickets through to completion and engage with internal and external stakeholders to get the job done. This role will see you supporting customers across the full range of Dubber products and services. You will interact with customers via phone, live chat and email so you must be able to effectively communicate across a range of mediums and work within a fast-paced environment with a strong customer mindset.

As a Customer Support Engineer, you will not only be a shining light for customers in need of assistance, from order placed through to post activation support. You will also be creating self-help pages, assisting with escalations and helping to build capability within the team. You will work across multiple channels of communication from email and telephone to chat and forums. We are looking for someone who is dedicated to giving customers a friendly and stress-free experience, and who will jump straight in to learn our product range to provide the best assistance. You will be part of a global team with peers working across the globe covering different time zones.

The Role

This role will have a range of key duties and reaponsibilities including; Responsibilities:
  • Managing customer orders through provisioning to activation
  • Responding to support queries, and escalating problems where appropriate.
  • Providing information that our customers need in order to make the most of their service.
  • Creating a friendly and efficient customer service experience.
  • Using first-hand customer contact to identify solutions to problems and propose improvements.
  • Providing customer insights required to drive product development to help Dubber become the leading platform for communications capture.
  • Creating and maintaining internal and external knowledge articles.
  • Writing post incident reviews.
  • Assisting with reviewing and improving processes.

What's You'll Bring?
  • You will have 2+ years of customer service experience. Experience within telecommunications particularly with supporting unified communication platforms is highly desired
  • You have experience with common help desk ticketing systems such as Zendesk or Salesforce.
  • You are comfortable with Confluence and JIRA, and have experience with applications such as BroadWorks, Webex or Microsoft Teams.
  • You are comfortable running scripts in tools such as PowerShell and interpreting and troubleshooting errors within PowerShell.
  • You can explain technical concepts in simple terms and have experience presenting and training people
  • You are able to evaluate customer service queries to create processes that can be replicated and documented for escalation
  • You are a decisive problem solver: taking initiative to get things sorted
  • You have excellent rapport building skill across phone, email and chat interactions
  • You have excellent communication skills and be able to explain complex technical processes in a simple, accessible manner through voice, email and chat applications.
  • You should be fluent in English and Spanish both verbal and written.

About You
  • You thrive in a fast-moving environment.
  • You are adaptable and can learn new concepts quickly.
  • You enjoy working in a fun and friendly environment.
  • You are proud of your work and enjoy celebrating successes and accomplishments
  • You like engaging with your colleagues as well as the customers you help.
  • You are resilient and self-motivated.
  • You are technically minded
  • You can explain technical concepts in simple terms
  • You are engaging and charismatic

Why Dubber?
  • Competitive salary, bonus and share options on offer
  • 20 days paid vacation leave annually, with an extra 5 days after 1 year
  • Generous Paid Parental Leave options
  • Growing SaaS company where no two days will be the same with limitless opportunities
  • Global locations with flexible working options
  • Collaborative and supportive teammates

Apply Now

We will be reviewing applications as they come in so don't wait, apply today or reach out for a confidential chat recruit@dubber.net

We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant

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