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Dropbox // cloud storage
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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

Total Rewards

 
 
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