Product Support Representative Jobs

Company Description

Dropbox is a special place where we are all seeking to fulfill our mission to design a more enlightened way of working. We’re looking for innovative talent to join us on our journey. The words shared by our founders at the start of Dropbox still ring true today.
Wouldn’t it be great if our working environment—and the tools we use—were designed with people’s actual needs in mind? Imagine if every minute at work were well spent—if we could focus and spend our time on the things that matter. This is possible, and Dropbox is connecting the dots.
The nearly 3,000 Dropboxers around the world have helped make Dropbox a living workspace - the place where people come together and their ideas come to life. Our 700+ million global users have been some of our best salespeople, and they have helped us acquire customers with incredible efficiency. As a result, we reached a billion dollar revenue run rate faster than any software-as-a-service company in history.
Dropbox is making the dream of a fulfilling and seamless work life a reality. We hope you’ll join us on the journey.

Team Description

Our mission is to engage and hire the emerging talent that will shape the future of Dropbox. Learn about our internships here!

Role Description
In this role, you will provide exceptional support for the Dropbox ecosystem including products such as Capture, Backup, DocSend, Dropbox Sign, and many more! 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. Depending on the needs of our customers, you may be required to work some weekends and holidays.
Responsibilities

• 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
• Document recurring issues to support product quality programs, product development, and to maintain agent resources
• Communicate customer reported issues internally and triage them to the correct team
• Achieve expert working knowledge of our products, meet set KPI targets, and complete tasks in a timely and effective manner
• Deliver technical support for Dropbox products based issues via phone, email and chat

Requirements

• You show real passion for our products and for creating extraordinary customer experiences
• 2+ years of work experience in a technical support and customer facing role
• You demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioning
• 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’re a team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve
• You have knowledge of, or experience with, troubleshooting desktop operating systems: Microsoft Windows, macOS
• You love asking open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skills

Total Rewards

For candidates hired in the following locations: Austin (TX) metro, Chicago metro, Colorado, Massachusetts, Maryland, Oregon, Washington D.C. metro, California (outside SF metro), the expected salary/On-Target Earnings (OTE) range for the role is currently $58,900 - $69,300 - $79,700.

For candidates hired in the following locations: Arizona, Florida, Georgia, Illinois (outside Chicago Metro), North Carolina, Tennessee, Texas (outside Austin Metro), Virginia (outside D.C. Metro), the expected salary/On-Target Earnings (OTE) range for the role is currently $52,400 - $61,600 - $70,800.

Range(s) is subject to change. Dropbox takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location/metropolitan area, skillset, and peer compensation. Dropbox uses the zip code of an employee’s remote work location to determine which metropolitan pay range we use.

Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).