Product Support Representative Full Time

Description:

• Dropbox is a special place where we are all seeking to fulfill our mission to design a more enlightened way of working.
• The nearly 3,000 Dropboxers around the world have helped make Dropbox a living workspace – the place where people come together and their ideas come to life.
• Dropbox is making the dream of a fulfilling and seamless work life a reality.

Responsibilities:

• 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.
• Strong communication skills and able to convey complex technical information in user-friendly ways.
• Ability to ask open-ended questions to get to the root of the matter and exercise analytical and critical thinking skills.
• A team player with the willingness to seek feedback, adapt practices, and continuously learn and evolve.
• Ability to work in an ambiguous and changing environment.
• Good judgment and ability to maintain confidentiality of sensitive customer data.
• Passion for products and creating extraordinary customer experiences.

Benefits:

• Competitive medical, dental and vision coverage.
• Retirement savings through a defined contribution pension or savings plan.
• Flexible PTO/Paid Time Off policy in addition to statutory holidays.
• Income Protection Plans: Life and disability insurance.
• Business Travel Protection: Travel medical and accident insurance.
• Perks Allowance to be used on wellness, learning and development, food & groceries, and much more.
• Parental benefits including: Parental Leave, Fertility Benefits, Adoptions and Surrogacy support, and Lactation support.
• Mental health and wellness benefits.