[Remote] Product Support Representative

Note: The job is a remote job and is open to candidates in USA. Dropbox is a company that provides a range of products designed to enhance productivity and collaboration. They are seeking a Product Support Representative to deliver exceptional technical support for their products, ensuring high customer satisfaction and effective communication of user feedback.

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

Skills

• 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

Company Overview

Company H1B Sponsorship