Product Support Representative

Part of Dropbox Customer Experience, our Global Support team is responsible for defining and delivering a world-class support experience to our customers and users. We are expanding our escalation support team which is responsible for responding to customer product inquiries and technical support issues via phone, email and chat. Our operation is 24x7 so the role does include shift work and holidays. 

Responsibilities

• Deliver escalated technical support for Dropbox product based issues via phone, email and chat
• Troubleshoot customer’s issues and provide customized recommendations and solutions to enable frictionless customer engagement with the product
• Document customer information and recurring technical issues to support product quality programs and product development
• Communicate complex technical information in user-friendly ways to both technical and non-technical customers
• Communicate customer reported issues internally and triage them to the correct team
• Adhere to and exceed set KPI targets and complete tasks in a timely and effective manner

Requirements

• 2+ years of work experience in a technical support and customer facing role
• Demonstrate strong communication skills and an ability to convey complex technical information in user-friendly ways
• You have a knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS 
• You have the ability to quickly develop an understanding of customers’ objectives through effective listening and questioning skills and provide a customized solution
• You have proven experience solving analytical problems using quantitative approaches
• You excel at working in an ambiguous and changing environment as the business grows and evolves
• You show real passion for and love Dropbox software and for creating extraordinary customer experiences!

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).

Benefits and Perks

• Generous company paid individual medical, dental, & vision insurance coverage
• 401k + company match
• Market competitive total compensation package
• Free Dropbox space for your friends and family
• Wellness Reimbursement
• Generous vacation policy
• 11 company paid holidays
• Volunteer time off
• Company sponsored tech talks (technology and other relevant professional topics)