Customer Support Specialist

About Us

Dubber is the world’s leader in conversation capture and intelligence, revolutionising how businesses capture, analyse, and leverage their conversations. With cutting-edge AI technology, Dubber provides a comprehensive suite of tools and features that goes beyond traditional call recording and transcription solutions.Built to scale to meet any need, Dubber allows organisations to unlock the insights to be found in calls, videos and messages. 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 ASX (DUB) with offices in Melbourne, Sydney, Brisbane, London, Oxford and Dallas.

The Team

Dubber is looking for a Customer Support Specialist 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 across 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. This role will require you to work with customers in their Microsoft environments to enable Dubber products within Microsoft Teams are more.

With a customer base across the globe this role will require occasional work outside of regular business hours.

The Role 

As a Customer Support Specialist, you will not only be a shining light for customers in need of assistance, 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.

Responsibilities:

• 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’ You'll Bring

• You will have at least 2 year of customer service experience. If this is in telco or UCaaS fab, but not essential
• You will have sound knowledge of common help desk ticketing systems Zendesk or Salesforce
• Having experience with telephony applications such as BroadWorks , WebEx or Microsoft is desirable
• You are comfortable running scripts in tools such as PowerShell
• You are comfortable with using Confluence and JIRA
• You will have basic understanding of computer networking and Windows operating system
• If you can decipher logs such as PCAP and TAPI in Wireshark or similar tools

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

Why should you join Dubber?

Dubber offers a competitive salary, great benefits including 4 weeks paid time off (5 weeks after 1 year!), and everyone joins as an owner with share options which drives our culture of leading together and curiosity resulting in extraordinary performance. Here at Dubber we dress for our day and everyone receives Dubster merch. 

Inclusion is important to us, and we like to keep things fun, so we run team events and celebrations which can be enjoyed whether you're working remotely or in the office. Check out our website to see why our team love being Dubsters.

Next Steps

We will be reviewing applications as they come in so don't wait to apply! Reach out to [email protected]  for a confidential chat or if you have any questions.

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.