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Product Support Representative
Dropbox
Contract type
Ongoing
Work mode
Remote · Ireland
Experience
Mid-level · 2+ years
Job description
Provide technical support for Dropbox Sign and DocSend products via email and occasionally phone, helping customers resolve complex issues and driving projects that improve customer experience.
At a glance
- Work mode
- Remote · Ireland
- Pay
- EUR 40,800 – 55,200 / year
What you'll do
- Deliver technical support for Dropbox product based issues via email and occasionally phone
- 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
What we're looking for
- 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
- Proven track record of driving cross-functional projects from ideation to delivery while optimizing existing processes and frameworks
- Strong communication skills and able to convey complex technical information in user-friendly ways through effective listening and questioning
- Love asking open ended questions to get to the root of the matter and regularly exercise analytical and critical thinking skills
- Team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve
- Excel at working in an ambiguous and changing environment as the business grows and evolves with focus on business outcomes
- Good judgment and the ability to maintain confidentiality of sensitive customer data
- Show real passion for our products and for creating extraordinary customer experiences
Nice to have
- Multiple years of 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
- Advanced understanding of programming languages
- Experience delivering system administration
- API Knowledge
- Basic understanding of Dropbox Sign and DocSend products
Apply
Direct apply at Dropbox
Opens the job posting at Dropbox