Product Support Representative

<h2 class="p1"><span class="s1">Role Description</span></h2> <p>In this role, you will provide exceptional support for <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">Dropbox Sign and </span>DocSend<span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">!</span> 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.</p> <h2 class="p1"><span class="s1">Responsibilities</span></h2> <ul> <li> <p>Deliver technical support for Dropbox product based issues via email<span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z"> and occasionally phone</span></p> </li> <li> <p>Achieve expert working knowledge of our products, meet set KPI targets, and complete tasks in a timely and effective manner</p> </li> <li> <p>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</p> </li> <li> <p>Communicate customer reported issues internally and triage them to the correct team</p> </li> <li> <p>Document recurring issues to support product quality programs, product development, and to maintain agent resources</p> </li> <li> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">Drive projects that systematically improve customer experience in alignment with CX strategy</span></p> </li> </ul> <h2 class="p1"><span class="s1">Requirements</span></h2> <ul> <li> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">2+ years of work experience in a technical support and customer facing role </span></p> </li> <li> <p>You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS </p> </li> <li> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">You have a proven track record of driving cross-functional projects from ideation to delivery while optimizing existing processes and frameworks</span></p> </li> <li> <p>You demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioning</p> </li> <li> <p>You love asking open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skills</p> </li> <li> <p>You’re a team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve</p> </li> <li> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">You excel at working in an ambiguous and changing environment as the business grows and evolves with focus on business outcomes</span></p> </li> <li> <p>You have good judgment and the ability to maintain confidentiality of sensitive customer data</p> </li> <li> <p>You show real passion for our products and for creating extraordinary customer experiences</p> </li> </ul> <h2>Preferred Qualifications</h2> <ul> <li> <p>Multiple years of experience on a high-volume support team and/or very deep technical knowledge</p> </li> <li> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">Direct experience using trend analysis to proactively monitor customer issues and assign severity</span></p> </li> <li> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">Experience owning customer escalations and SEVs from inception to resolution</span></p> </li> <li> <p>Experience supporting Enterprise/MidMarket customer segments</p> </li> <li> <p>Advanced understanding of programming languages</p> </li> <li> <p>Experience delivering system administration</p> </li> <li> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">API Knowle</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qovw8z68zmz77zgz90zlhsiwnz71zz83zz71ztz79zz72ziz88zz88zz82zz75zz68z7z75zz82zkol">d</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotveh2cz90zz83zeufz85z5z87z7z80zc9z67z0uz66zz81ziz66zeclr7z70zz79z">ge</span></p> </li> <li> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qovw8z68zmz77zgz90zlhsiwnz71zz83zz71ztz79zz72ziz88zz88zz82zz75zz68z7z75zz82zkol">Basic understanding of Dropbox Sign and DocSend products</span></p> </li> </ul> <h2>Durable Skills</h2> <p><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">AI fluency means using these tools to </span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"><em>amplify</em></span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"> human judgment, not replace it. We believe people with these skills will thrive as work and technology</span> <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">continue to evolve:</span></p> <ul class="listtype-bullet listindent1 list-bullet1" data-testid="bullet-list" data-test-indentation="1"> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"><strong>Awareness:</strong></span> <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">U</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">nderstand </span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">yourself</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"> and others</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"><strong>Judgment:</strong></span> <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">E</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">valuat</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">e</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"> information and mak</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">e </span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">decisions in complex situations</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">.</span></li> <li><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu"><strong>Adaptability:</strong></span> <span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz81zsz68zwz85z3z78zbz88z2z76zpz74z2v1z75zz67zz85zjlvz122zz122z6oaz84z">L</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotuz85zdz87z113tz83zz67z5n8qpz80zpz89zoz69zcz76zz87zz88zz88z5gsnz85zu">earn, adjust, and stay effective through change</span><span class=" author-d-1gg9uz65z1iz85zgdz68zmqkz84zo2qotv4sz