Product Support Representative

3 days ago

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Dropbox

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Cross-platform file sync • File sharing • Online backup • Cloud storage • Collaboration

1001 - 5000

Description

• Provide exceptional support for the Dropbox ecosystem including products such as Sync, Capture, Backup, DocSend, Dropbox Sign, and many more! • 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 • 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 • Experience on a high-volume support team and/or very deep technical knowledge • Direct experience using Zendesk to reply to customer inquiries • Experience supporting Enterprise/Mid-Market customer segments • Basic understanding of programming languages • Experience delivering system administration