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CX Agent - Product Support Representative

Dropbox Austin, TX
  • Expired: 20 hours ago. Applications are no longer accepted.
Role Description

Part of Dropbox Customer Experience, our Global Support team is responsible for defining and delivering an extraordinary support experience to our customers and users. We are now growing two of our support teams, both of which are responsible for responding to customer product inquiries and technical support. Our operation is 24x7 so the role can include shift work, working weekends and holidays.

Responsibilities
  • Delivering initial contact technical support as well as advanced support for Dropbox product based issues via phone, email and chat
  • Solving customer issues and providing customized recommendations and solutions to enable frictionless customer engagement with the product
  • Documenting customer information and recurring technical issues to support product quality programs and product development
  • Communicating technical information simply and easily to both technical and non-technical customers
  • Triaging customer reported issues internally and directing them to the correct team
  • Meeting and exceeding set metrics and completing tasks in a timely and effective manner
Requirements
  • Experience in a customer facing technical support role
  • Demonstrate superb communication skills and an ability to convey complex technical information in user-friendly ways
  • You have a knowledge of, or experience with, troubleshooting operating systems: Microsoft Windows, macOS
  • You have the ability to quickly develop an understanding of customers’ objectives through effective listening and questioning skills and provide a customized solution
  • You love and have experience in solving analytical problems using quantitative approaches
  • You excel at working in an ambiguous and changing environment as the business grows and evolves
  • You show real passion for and love Dropbox software and for creating extraordinary customer experiences!