Product Support Representative at Dropbox in Remote

Summary: Dropbox is a Virtual First company looking for a Product Support Representative to provide exceptional support for their ecosystem of products. The role involves delivering technical support, achieving knowledge of products, and maintaining high customer satisfaction through effective communication and problem-solving. 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 Required Qualifications: - 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 Required Skills: Technical support, Troubleshooting Important Skills: Microsoft Windows, macOS Nice-to-Have Skills: Analytical thinking Benefits: Corporate bonus program, Sales incentive, Stock in the form of Restricted Stock Units (RSUs)