Product Support Representative, Dropbox

Reclaim

$66.4-101k

Salary range dependent on candidate location. Plus corporate bonus program or a sales incentive as well as stock in the form of Restricted Stock Units

Intercom

Slack

Zoom

Mid and Senior level

Remote from US

More information about location

Smart workspace company

Job no longer available

Smart workspace company

1001+ employees

B2CB2BData storageEnterpriseCloud Computing

Job no longer available

$66.4-101k

Salary range dependent on candidate location. Plus corporate bonus program or a sales incentive as well as stock in the form of Restricted Stock Units

Intercom

Slack

Zoom

Mid and Senior level

Remote from US

More information about location

1001+ employees

B2CB2BData storageEnterpriseCloud Computing

Company mission

Dropbox's mission is to design a more enlightened way of working.

Job

Company

Role

Who you are

4+ years of work experience in a technical support and customer facing role supporting Enterprise, Premium or White Glove level support
Possess the technical acumen to leverage internal tooling to troubleshoot customer issues
Demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioning
Ask open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skills
Team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve
Excel at working in an ambiguous and changing environment as the business grows and evolves with focus on business outcomes
Have good judgment and the ability to maintain confidentiality of sensitive customer data
Show real passion for our products and for creating extraordinary customer experiences

Desirable

Experience in training customers, individuals and/or partners in products or services or running customer events
Avid Reclaim user and a vocal technology evangelist

What the job involves

The Product Support Representative role will provide exceptional support for the Reclaim platform
We use tools such as Slack, Intercom, Zoom and Linear to communicate with our users, work as a team, and partner across the organization to provide real product feedback from our users
Deliver technical support for Reclaim based issues via Intercom and Zoom
Achieve expert working knowledge of Reclaim, 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
Drive projects that systematically improve customer experience in alignment with CX strategy

Our take

Dropbox started by helping people bring together their files in one central place. The contents of these folders are synchronised to Dropbox's servers along with other computers and devices where the user has installed Dropbox, keeping the same files up-to-date across all devices.

Nowadays, there are lots of competing companies in cloud storage, and some with better distribution (e.g. Google and Apple). This explains why Dropbox is making a big push to reinvent itself after a fairly disappointing run since its IPO in 2018. The new Dropbox turns folders into "Spaces", which are collaboration hubs for teams, complete with comment streams, artificial intelligence tools and integrations into services such as Slack.

The company continues to build out its offerings through acquisitions, such as that of Formswift, bolstering its end-to-end agreement workflow capabilities. Indeed, It's very clear that Dropbox is trying to make a big move from being just a storage company. This seems to be a necessary move given the competitive nature of the industry it is operating within.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Top investors

3% employee growth in 12 months

Glassdoor (4.4)

Trustpilot (1.3)

Company

Funding (last 2 of 5 rounds)

Jan 2014

$350m

SERIES C

Oct 2011

$250m

SERIES B

Total funding: $607.4m

Company benefits

Medical, dental, and vision coverage
We offer a generous company contribution toward individual medical, dental, and vision insurance coverage, including contributions toward dependent premiums
Keep sharing and collaborating with friends and family even when you’re not at work with free Dropbox space for your whole crew
Take the vacation you’ve always dreamed of with up to four consecutive weeks of paid time off
Celebrate common holidays without your paycheck taking the hit with 11 company paid holidays
Each Dropboxer has access to 32 hours of paid volunteer time off each year that they can use to support the causes close to their hearts
We regularly offer panels and seminars featuring the best minds in tech, talent, diversity, and beyond that any Dropboxer can attend from the comfort of their home
No two Dropboxers are the same, and their benefits shouldn’t be either. Our Perks allowance empowers employees to customize their benefits in line with what really matters to them
Start building a successful 401K retirement plan with our dollar for dollar contribution match, up to $1,500 per quarter to a maximum of $6,000 per calendar year

Company HQ

Mission Bay, San Francisco, CA

Leadership

Arash Ferdowsi

(CTO)

Studied Computer Science at MIT before founding Dropbox straight out of university

Drew Houston

(CEO)

Studied Computer Science at MIT before founding Dropbox straight out of university

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