Product Support Representative

Role Description

In this role, you will provide exceptional support for Dropbox Sign and DocSend! 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.

Responsibilities

• Deliver technical support for Dropbox product based issues via email and occasionally phone

• 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

• Drive projects that systematically improve customer experience in alignment with CX strategy

Requirements

• 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 have a proven track record of driving cross-functional projects from ideation to delivery while optimizing existing processes and frameworks

• 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 with focus on business outcomes

• 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

Preferred Qualifications

• Multiple years of experience on a high-volume support team and/or very deep technical knowledge

• Direct experience using trend analysis to proactively monitor customer issues and assign severity

• Experience owning customer escalations and SEVs from inception to resolution

• Experience supporting Enterprise/MidMarket customer segments

• Advanced understanding of programming languages

• Experience delivering system administration

• API Knowledge

• Basic understanding of Dropbox Sign and DocSend products

Durable Skills

AI fluency means using these tools to amplify human judgment, not replace it. We believe people with these skills will thrive as work and technology continue to evolve:

• Awareness: Understand yourself and others.
• Judgment: Evaluate information and make decisions in complex situations.
• Adaptability: Learn, adjust, and stay effective through change.
• Connection: Communicate, collaborate, and build trust.

To learn more about why these skills matter and what the data shows about thriving through change, read this blog post from our Chief People Officer, Melanie Rosenwasser.

Compensation