Customer Support Specialist

2 weeks ago

Dallas, Texas, United States Dubber Full time
About Dubber

Dubber is a leading provider of conversation platforms, used by some of the world's largest communication networks. Our innovative products enable businesses to unlock the potential in every conversation through AI-enriched conversational data.

We are proud to offer a range of solutions that help service providers differentiate, drive new revenues, and improve customer retention.

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

The Role

We are seeking a Customer Support Engineer who is focused 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 be responsible for case managing customer tickets through to completion, engaging with internal and external stakeholders, and supporting customers across the full range of Dubber products and services.

You will interact with customers via phone, live chat, and email, and 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, but also create self-help pages, assist with escalations, and help 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.

Key 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 We're Looking For

We are looking for someone with 2+ years of customer service experience, particularly in the telecommunications industry. Experience with common help desk ticketing systems, such as Zendesk or Salesforce, is highly desired.

You should be comfortable with Confluence and JIRA, and have experience with applications such as BroadWorks, Webex, or Microsoft Teams.

You should be able to explain technical concepts in simple terms and have experience presenting and training people.

You should be a decisive problem solver, taking initiative to get things sorted.

You should have excellent rapport-building skills across phone, email, and chat interactions.

You should be fluent in English and Spanish, both verbally and in writing.

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?

We offer a competitive salary, bonus, and share options.

We provide 20 days paid vacation leave annually, with an extra 5 days after 1 year.

We offer generous Paid Parental Leave options.

We are a growing SaaS company with limitless opportunities.

We have global locations with flexible working options.

We have a collaborative and supportive team.

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