Job Highlights
AI-extracted key information
The Product Support Representative at Dropbox will provide exceptional support for various Dropbox products, utilizing tools like Slack, Jira, and Zendesk. The role involves delivering technical support, achieving product knowledge, and maintaining high customer satisfaction scores while communicating customer issues internally.
Salary Range
$60k - $82k/year
Experience Level
Entry Level
Key Skills
Education Requirements
no requirements
Product Support Representative
Posted 3 days ago
Full-Time
Employment Type
Remote
Work Location
USD60,400 - USD81,800
YEAR
About This Role
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
Requirements
0-2+ years of work experience in a technical support and customer facing role
You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS
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
Preferred Qualifications
You excel at working in an ambiguous and changing environment as the business grows and evolves
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
Compensation
US Zone 1
This Role Is Not Available In Zone 1
US Zone 2
$60,400
—
$81,800 USD
US Zone 3
$53,700
—
$72,700 USD
Compensation
$60,400 - $81,800
Annual salary
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