Role Description

In this role, you will provide exceptional support for the Dropbox ecosystem including products such as Capture, Backup, DocSend, Dropbox Sign, & many more! We use tools such as Slack, Jira, Zendesk, & Zoom to communicate with our users, work as a team, & 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 & holidays.

Responsibilities

• Deliver technical support for Dropbox products based issues via phone, email & chat
• Achieve expert working knowledge of our products, meet set KPI targets, & complete tasks in a timely & effective manner
• Provide customized recommendations & solutions to customers on complex issues in user-friendly ways; enabling frictionless engagement with the product & maintaining high customer satisfaction scores
• Communicate customer reported issues internally & triage them to the correct team
• Document recurring issues to support product quality programs, product development, & to maintain agent resources

Requirements

• 0-2+ years of work experience in a technical support & customer facing role
• You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS 
• You demonstrate strong communication skills & are able to convey complex technical information in user-friendly ways through effective listening & questioning
• You love asking open ended questions to really get to the root of the matter & regularly exercise analytical & critical thinking skills
• Youre a team player possessing the willingness to seek feedback, adapt practices & continuously learn & evolve
• You excel at working in an ambiguous & changing environment as the business grows & evolves
• You have good judgment & the ability to maintain confidentiality of sensitive customer data
• You show real passion for our products and for creating extraordinary customer experiences

Preferred Qualifications

• Bachelors Degree
• Experience on a high-volume support team
• Direct experience using Zendesk to reply to customer inquiries
• Basic understanding of programming languages