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This role involves providing technical support for Dropbox products, achieving expert knowledge, and meeting KPI targets. Responsibilities include troubleshooting issues, documenting recurring problems, and communicating customer feedback effectively. The representative must work well in teams and adapt to changing environments to maintain high customer satisfaction scores.
Role 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! We 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.
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
- Drive projects that systematically improve customer experience in alignment with CX strategy
Requirements
- 4+ years of work experience in a technical support and customer facing role supporting Enterprise, Premium or White Glove level support
- You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS
- You have a proven trace of driving cross-functional projects from ideation to delivery
- 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 with focus on business outcomes
- 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 Qualifications
- Experience on a high-volume support team and/or very deep technical knowledge)
- Direct experience using trend analysis to proactively monitor customer issues and assign severity
- Experience owning customer escalations and SEVs from inception to resolution
- Experience supporting Enterprise/MidMarket customer segments
- Basic understanding of programming languages
- Experience delivering system administration
Compensation
US Zone 1
This role is not available in Zone 1
US Zone 2
$74,600—$101,000 USD
US Zone 3
$66,400—$89,800 USD
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