Messaging Support Specialist

About Dialpad Work Beautifully Dialpad is the leading Ai-Powered Customer Intelligence Platform that is transforming how the world works together. Based on 4 billion minutes of analyzed voice and meetings data and growing, we have designed one, beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. More than 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. With initial funding and leadership from Google and leading venture capitalists such as ICONIQ and Andreessen Horowitz, Dialpad has over $200M in ARR and is one of the fastest growing Ai companies in the world. About the team Dialpad’s Messaging Support Specialist  will be responsible for ensuring successful completion of customer messaging registration by responding to customer inquiries, issues and escalations of their messaging services.  In this role, you’ll combine customer service skills with accurate tracking of escalations, advisement of customers on their registration issues and questions over phone and email. Dialpad’s Messaging  team plays an essential role in providing advice to customers, customer support, customer success, and onboarding teams to ensure a successful registration of the customer’s messaging traffic.  This team collaborates closely with customer support, customer success, onboarding, help center and network operations team  to constantly improve internal and external documentation, and a high deliverability of customer messaging traffic.  Your role As a Messaging Support Specialist, you’ll own messaging campaign vetting, advisement and escalations related to campaign submissions. You’ll work closely with customer support and help center  to ensure that documentation is up to date, clear, and easy to follow along with identifying issues for process improvement through escalations and inquiries.  You’ll also help create internal documentation/processes that allows support and customer success teams to advise customers on requirements to successfully register a messaging campaign. In addition, you’ll help identify registration issues and changes to requirements which affect our overall success rate. This position reports to our Network Operations Center Manager  and has the opportunity to be based in our Manilla, Philippines Office working United States day time (between 8 AM eastern time - 9 PM eastern time)  What you’ll do  Manage customer tickets regarding messaging services and resolve them in a timely manner. Review customer submitted brands and campaigns to ensure they are compliant with 10DLC messaging requirements, and advise customers on changes needed to meet compliance. Join customer calls during the onboarding or support process in order to explain the registration process, answer customer questions, or provide feedback on the customer’s submission Partner with the Help Center team to improve or create content and guides in order to help customers with the registration process. Answer questions from internal cross-functional teams on registration requirements, needed changes and/or updates to the registration process/requirements. Work closely with Dialpad’s Messaging Provider(s) to ensure campaigns are getting reviewed in a timely manner. Skills you’ll bring   Key Requirements 2+ years of experience with Customer Service and Telco/carrier  Must be thorough, organized, and detail-oriented Superb troubleshooting and problem-solving skills Strong written and verbal skills Self-starter with a strong work ethic and team player mentality who is committed to continuous self improvement You’re empathetic and customer centric You’re capable of learning multiple, complicated systems quickly You’re able to complete tasks and follow through on ticket commitments within SLAs. Technical Requirements Understanding Telco carrier networks and interoperability Experience and knowledge of ticketing systems such as Zendesk, Jira is a plus BA/BS degree preferred Dialpad benefits and perks Equity, balance, and belonging At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity. Culture We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.  Compensation and equity Teamwork makes the dream work, and Dialpad offers competitive rates because each and every Dialer participates in our success. Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.