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As a Product Support Representative, you will provide exceptional support for Dropbox products, assist customers with technical issues via various communication channels, achieve an expert understanding of products, and document issues to enhance product quality.
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
- 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
- Fluent English and Japanese
Preferred Qualifications
- Bachelor’s Degree
- Experience on a high-volume support team
- Direct experience using Zendesk to reply to customer inquiries
- Basic understanding of programming languages
- SPECIFIC FOR JAPANESE TEAM: Bi-lingual Japanese/English language skills (proficiencies in written and verbal); ability to effectively communicate with Japanese speaking customers through all offered support channels (phone, chat, and email)
Top Skills
macOS
Windows
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The Customer Success Manager at Dropbox focuses on driving customer adoption and success by acting as a trusted advisor, analyzing customer usage, and collaborating with sales and technical teams to foster engagement and resolve issues. Responsibilities include promoting product adoption, organizing training, and representing customer needs internally for improvements.
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