Product Support Representative

📋 Description

• 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

🎁 Benefits

• US Zone 2: $60,400–$81,800 USD; Zone 3: $53,700–$72,700 USD