Customer Support Representative, Tier 1

Dialpad
Tokyo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 6+ yearsSkills: ["Troubleshooting","Communication","Learning mindset","Curiosity","Empathy"]

Own and manage escalated customer issue reports while partnering with Engineering, Product Management, and Support Leadership to resolve complex technical bugs. Become an expert in the product, replicate and document issues/workflows, and identify workarounds to strengthen the Tier 1/T2 knowledge base. Support coaching for the Support Development team and deliver clear, tailored communication across email, internal channels, and video meetings.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Dialpad
Dialpad
1 day ago

Customer Support Representative, Tier 1

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Own and manage escalated customer issue reports while partnering with Engineering, Product Management, and Support Leadership to resolve complex technical bugs. Become an expert in the product, replicate and document issues/workflows, and identify workarounds to strengthen the Tier 1/T2 knowledge base. Support coaching for the Support Development team and deliver clear, tailored communication across email, internal channels, and video meetings.
Location: Tokyo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own and manage escalated customer issue reports.
  • •Partner with Engineering, Product Management, and Support Leadership to resolve complex technical issues and bugs.
  • •Become an expert in the product using available resources.
  • •Replicate and document reported issues/workflows and explore potential workarounds.
  • •Provide coaching opportunities to the Support Development team.

Key Requirements

  • •6+ years in Customer Support (additional technical field experience preferred).
  • •Ability to troubleshoot complex technical issues and escalate bug reports.
  • •Communicate effectively with varying technical audiences.
  • •Manage multiple cases and communication channels (email, internal channels, video meetings).
  • •Fluency in Japanese and English.
Experience:6+ years
Skills:TroubleshootingCommunicationLearning mindsetCuriosityEmpathy
Languages:JapaneseEnglish

Company Brief

Dialpad
Provides cloud-based business communications platform offering voice, video, messaging, contact center, and AI-driven call intelligence to help teams communicate and collaborate across devices and locations.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn