In 2016, digital ads drove 108 billion phone calls to U.S. businesses… Surprisingly, the marketers who paid for those ads typically have zero insight into these customer interactions and conversions. As the market leader in call analytics and customer experience optimization, DialogTech provides data-driven marketers with an end-to-end call attribution and analytics platform. This enterprise-class solution delivers transparency and control over every conversation, so companies can optimize lead generation, map the full path to conversion, and increase sales conversions.
 

Thanks to smartphones, consumers are calling businesses to engage in conversations at record rates throughout every stage of the customer journey, and at DialogTech we are changing the world of voice communications for our customers. We enable our customers to better attribute, route, personalize, and handle their voice 
interactions at each stage of the marketing and sales processes.

The Customer Support Specialist is first and foremost for the happiness of our customers.
 

We are looking for a Customer Support Specialist in our Chicago office to join the DialogTech team. This person will be responsible for providing assistance to clients in a variety of areas including technical support, training, and other related areas. You will need to be someone who can achieve success with promptness, thoroughness, and accuracy with every interaction.
 

You will be successful in this role if you can:
 

• Manage inbound support requests from clients using a queuing system
• Manage technical pre and post-sales support calls, from initial contact to issue resolution
• Assist clients with payment processing
• Conduct product training via phone and web conference tools
• Participate in quality assurance tests for new products, as needed
• Escalate issues to the telco and engineering departments as needed
• Participate in off hours support rotation
• Assist Account Managers and other internal teams to resolve customer issues
• Provide chat support to clients through the DialogTech website
• Lead with confidence. Calm under duress; flexible and thinks of solutions when plans change. Actively seeks out self-development opportunities. Is able to learn from their mistakes. Comes to work every single day with a can-do attitude.
• Can take on a large volume of customer calls and written inquiries in a friendly and courteous manner with excellent writing and verbal skills.
• Can thrive in a highly competitive environment where their performance will be measured against their fellow reps. Has the drive, motivation and ambition to be the best.
• If you are very detail oriented, thorough, and able to handle multiple tasks and initiatives at a time. Is very good at following directions in a dynamic, constantly changing environment.
• If you are a self starter

The skills and experience you will need to possess are as follows:
 

• Possesses a positive outlook and real passion for assisting clients
• Detail oriented with and excellent organizational skills
• Strong written social skills 
• Proficient communication skills via email and phone
• Experience in SQL
• Proficient in Microsoft Excel
• Bachelor's degree strongly preferred
• Internship or work experience in a Customer Support related role a plus

At DialogTech, we hire SWANs, Smarter than average, hard-working, Ambitious, and Nice – we make every minute count and have fun doing it. Be a part of a team pushing the boundaries of technology! Join us at one of the 101 Best Places to Work, five times running, and an Inc 500 fastest growing company!
 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.