Product Support Representative, Dropbox

• 4+ years of work experience in a technical support and customer facing role supporting Enterprise, Premium or White Glove level support
• You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS
• You have a proven trace of driving cross-functional projects from ideation to delivery
• You demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioning
• You love asking open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skills
• You’re a team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve
• You excel at working in an ambiguous and changing environment as the business grows and evolves with focus on business outcomes
• You have good judgment and the ability to maintain confidentiality of sensitive customer data
• You show real passion for our products and for creating extraordinary customer experiences

Desirable

• At Dropbox, we aim to put the customer at the center of everything we do
• With over 700 million registered users, the Customer Experience (CX) team is at the forefront of simplifying how our users and customers interact with Dropbox
• We focus on solutions that work for our customers as well as implementing technologies that will simplify our customers’ journey
• We bring the customer voice across the organization to ensure Dropbox delivers the best possible customer experience
• In this role, you will provide exceptional support for the Dropbox ecosystem including products such as Sync, Capture, Backup, DocSend, Dropbox Sign, and many more!
• We use tools such as Slack, Jira, Zendesk, and Zoom to communicate with our users, work as a team, and partner across the organization to provide real product feedback from our users
• Depending on the needs of our customers, you may be required to work some weekends and holidays
• Deliver technical support for Dropbox products based issues via phone, email and chat
• Achieve expert working knowledge of our products, meet set KPI targets, and complete tasks in a timely and effective manner
• Provide customized recommendations and solutions to customers on complex issues in user-friendly ways; enabling frictionless engagement with the product and maintaining high customer satisfaction scores
• Communicate customer reported issues internally and triage them to the correct team
• Document recurring issues to support product quality programs, product development, and to maintain agent resources