Product Support Representative, Dropbox

• 0-2+ years of work experience in a technical support and customer facing role
• You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS
• 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
• 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 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