Product Support Representative
4 days ago
Description
• 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! • 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.
Requirements
• 0-2+ years of work experience in a technical support and customer facing role • Knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS • Demonstrate strong communication skills and convey complex technical information in user-friendly ways • 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 willing to seek feedback, adapt practices and continuously learn and evolve • 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 • Preferred: Bachelor’s Degree; Experience on a high-volume support team; Direct experience using Zendesk; Basic understanding of programming languages
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